Expression of Interest: Collections Officer

Req ID: 76395

Department: AR Customer Services Ops Financial Wellbeing Assis

Division: Australia Retail

Location: Quezon City

About Us

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 millions of customers.

About the Role

As a Collections Officer/Associate, you will be responsible for managing delinquent customer accounts and accurate maintenance for all contacts by applying the appropriate ANZ Collections processes and strategies. This entails effective and efficient customer interaction, negotiation, and management of customer response to design a payment scheme that would accommodate both the customer and bank, agree on the designed payment schedule, and educate them on future payment behavior.

In addition, you will be responsible for

Negotiate payment arrangements where account holders are unable to meet the requirements of contractual payments.
Maximize the promises of payment (both taken and kept) through negotiating successfully with account holders.
Assessment of the customer’s needs, their businesses, assessing the customer’s problems and implementing possible solutions including repayment arrangements, hardship assistance or continuing enforcement action.
Ensure Quality Customer Experience
Provide customers with all relevant information about their accounts (transferring calls and accounts to the appropriate departments were necessary) and answer their enquiries accurately showing an understanding of the customers’ needs and expectations through effective probing and questioning.
Aid for ‘first call resolution’ and where this cannot be achieved; take ownership of customer’s problems and issues to create a positive customer experience.
Actioning accounts in a timely manner, including raising provisions for accounts where required by credit policy.
Ensuring that work is of high quality and that attention is paid to detail to avoid errors.

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: MDC 100 Building, Eastwood City, Libis, Quezon City
Role Type: Permanent, Fulltime
Shift Schedule: Dayshift, Mostly Weekends Off but can be rostered on Saturdays and Hybrid Set-Up (upon completion of the probationary)

Campaign: Inbound Collections

What will you bring?

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

Proven experience in a BPO/Contact Centre Collections domain is a must.
Extensive experience in BPO Contact Centre voice campaign is a requirement.
Demonstrating excellent probing and questioning skills is crucial for effectively uncovering insights and driving meaningful conversations with customers. This ability enhances our understanding of customer needs and ensures we deliver tailored solutions.
Strong numerical and verbal reasoning skills
Strong written and oral communication skills
Knowledge of Windows (including MS Office applications) and applications like CAP, Vision PLUS and Retail CTA
Strong customer focus, and as such a proven ability to speak with and connect to customers, critical thinking to understand and investigate customer situations to get them to an ideal outcome.
Ability to document conversations accurately and in real time.
Proven ability to work in a fast paced environment with challenging targets.

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 percent 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 76395

Job Posting End Date

29/09/2024 , 11.59pm, (Melbourne Australia)