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 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 behaviour.

In addition, you will be responsible for answering queries from customers and other key stakeholders, actioning accounts in a timely manner including raising provisions for accounts where required by credit policy and ensuring that work is of high quality and that attention is paid to detail in order to avoid errors

As a Collections Officer, you will specifically be expected to

speak with and connect to customer, ensuring every customer interaction leaves them feeling valued, understood, and informed. You will take a customer-first approach by actively listening to their concerns, working diligently to resolve their queries, and clearly communicating ay required follow-up actions.
take the customer's perspective into account throughout the interaction to ensure they feel heard and supported.
strive to resolve customer queries during the call or, when resolution isn’t immediately possible, make progress toward a solution.
ensure customers fully understand the reason for the call, any actions they need to take, and what to expect as the next steps after the conversation.
provide clarity on any post-call processes, ensuring that customers feel confident about the resolution or the progress of their issue.
document conversations accurately and in real time.
use critical thinking to understand and investigate customer situations to get them to an ideal outcome.
educate customers and teammates.

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, 100% Inbound Voice campaign
Shift Schedule: Dayshift, Weekends Off (can be split) and Hybrid Set-Up (upon regularization)
Campaign: Inbound/Outbound Collections

What will you bring?

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

Above average experience in a BPO/Contact Center voice campaign
BPO/Contact Center Collections experience is an advantage
Excellent customer service skills, exposure to Excel, MS Word, Outlook, Internet explorer and the Windows interface will the key skills required
Ability to work in a fast-paced environment where targets need to be reached
Strong written and oral communication skills
Strong financial and numerical literacy

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

Your Career at ANZ

Our purpose is to shape a world where people and communities thrive. That's why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.

Career development means different things to different people. It may simply mean developing a skill, broadening your experience by moving sideways or stretching yourself by moving to a different business. How you manage and develop your career is up to you. ANZ is committed to helping you do this by providing you with the support, tools and resources you need to take the next big step in your career, towards even bigger things in the future.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and 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.

Job Posting End Date

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