About the role

At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

As a Senior Client Services Officer - GCC, in our Transaction Banking - Payment & Cash Operations, you’ll play a key role in helping to handle Tier I clients' enquiries/escalations and deliver excellent customer service to achieve maximum customer satisfaction.

The role will be responsible for maintaining quality and compliance with ANZ & regulatory requirements. It takes ownership and initiative to investigate a query/ issue by collaborating with internal departments and ensuring customer query resolution through a relationship-based service approach. To be able to demonstrates capability for identifying and reolsving customers’ problems/ issues.

The role will also be required to support achievement of overall business objective of revenue growth through revenue retention/term deposits, consistently high service delivery, and increase clients' usage of self-serve solutions.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Location: Makati

Role Type: Permanent, Fulltime

What will your day look like

As a Senior Client Services Officer - GCC, you will:

• Achieve team KPI for Customer Service Levels

• End to end accountability and responsibility for portfolio of allocated clients for service and operation.

• Contribute to continuous process improvement and quality measurement to create efficiencies.

• Log all customer queries/ issues and problems to ensure tracking, closure and analysis can be completed accurately and in a timely manner.

• Work collaboratively with peers and internal stakeholders to contribute to the success of the client service team.

• Take ownership to report any possible or/and risk event to line manager in alignment with the procedures.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Excellent customer communication skills with prior customer service experience

• Transaction Banking SME for Cash or Trade products.

• Strong customer service orientation

• Financial service experience  optional

• Advanced understanding of telephony technology usage to support officers.

• Bi-lingual/Tri-lingual language (English/Mandarin/Cantonese) capability

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So, why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world.  Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We’re proud of the inclusive culture we’re renowned for where 90% of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services.  We also have flexible working options so that our people can “make work, work for them”.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit  https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 59982.

Job Posting End Date

 , 11.59pm, (Melbourne Australia)