Senior Service Specialist, Institutional Ops

Australia and New Zealand Banking Group Limited; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Flexible working options

Job summary

Australia and New Zealand Banking Group Limited (ANZ) is seeking a Senior Service Specialist in Institutional Operations to deliver proactive service to high-value institutional clients via phone and digital channels. You will own the end-to-end customer journey and work with product specialists to resolve complex cases, ensuring compliance and a seamless experience.

Role based in Makati or Quezon City with day shifts; the successful candidate will join a collaborative team and contribute to

Qualifications

• Experience in a Customer Contact Centre servicing Institutional Customers.
• Knowledge of PCM Transaction Banking Payables & Receivables products.
• Understanding of Cash TB end-to-end processes and related products.
• High level of technical skills with common office tools and systems.
• Demonstrated influencing, negotiation and conflict management skills.
• Strong customer focus and interpersonal communication skills.
• Attention to detail and risk awareness.

Responsibilities

• Provide proactive and exceptional customer experience to high-value institutional customers via phone and digital channels.
• Take ownership of the customer journey from initial contact to resolution.
• Manage cases in a timely, accurate, and customer-centric manner.
• Provide SME support to process and project initiatives.
• Be back-up to Banks and Government Customer Segments.
• Collaborate with Service Delivery team and product specialists to ensure a One Team approach.
• Identify retention indicators and initiate actions to resolve or escalate issues.
• Log incidents in required systems within timeframes and mitigate actions taken.
• Follow processes to verify customer identity and report suspicious activity.

Skills

Customer service experience

PCM Transaction Banking knowledge

Cash TB end-to-end processes

Negotiation and conflict management

Interpersonal communication

Attention to detail

Risk awareness

Tools

Avaya IP

MPhone

Config Manager

Microsoft Office 2010

Job description

Australia and New Zealand Banking Group Limited (ANZ) is seeking a Senior Service Specialist in Institutional Operations to deliver proactive service to high-value institutional clients via phone and digital channels. You will own the end-to-end customer journey and work with product specialists to resolve complex cases, ensuring compliance and a seamless experience.

Role based in Makati or Quezon City with day shifts; the successful candidate will join a collaborative team and contribute to