Multi-Channel Service Consultant

Req ID: 37900

Department: AR Customer Services Ops Customer Servicing Retail

Division: Australia Retail

Location: Quezon City

About the role

Career progressing opportunity
Exciting opportunity to work with people across ANZ
An opportunity to provide better outcomes for our customers

Role Location: Solaris One Building,Dela Rosa St, Legaspi Village, Makati City
Shift Schedule: Australian Hours (Morning and Mid-shift schedules), Rotating rest days

What will your day look like

As a Multi-Channel Service Consultant, you will assist customers with their everyday banking needs and to ensure that banking with ANZ is accessible, simple, and easy. The role aims to resolve customer enquiries at first point of contact and make informed decisions early in the call (adhering to best practice procedures) and to transfer customers to the appropriate team if it is identified that the call may be a more complex nature.

This role is accountable for: •

Providing first call resolution to customer inquiries pertaining to Retail Simple, Digital, Retail Complex and Credit Cards concerns
Delivering exceptional Customer Experience that results to sustainable NPS, and customer loyalty
Meeting Key Result Areas and Growth Objectives for call volume, quality, customer satisfaction and efficiency rate.
Contributing to ANZ’s strategic priority of empowering customers to take advantage of the different self-serve channels and, understanding what may work best for them, such as the ANZ App, MessageUs Chat, and/or Internet Banking, etc.
Being the first line of defense in detecting fraudulent and suspicious activities and adhering to escalation processes required in mitigating risks and meeting compliance with policies, frameworks, and banking obligations.
Managing to resolve 80% of customer complaints without the need for referral or escalation to other teams.

What will you bring?

To be successful in this role, you will need to bring the following

Ability to focus on the Customer by asking relevant questions and seeking clarity in defining their requirements to recommend effective solutions for immediate and long-term needs.
Ability to deliver results and first call resolution by maintaining standards of works, demonstrating expertise in using systems and tools and taking responsibility for promptly dealing with customers and making things easier.
Ability to demonstrate broad perspective and adequate understanding of bank’s position in the financial industry including that of the products and services offered to customers, divisional priorities and strategies.
Ability to exercise sound judgment and ability to make sound and timely decisions based on established frameworks, policies or procedures, and identify problems and errors as well as areas of opportunity for continuous improvement in compliance with risk policies and frameworks.
Ability to build relationships to customers and stakeholders, builds rapport with people within and outside the organization, uses empathy to understand others and communicates effectively in delivering resolution and succeeding together on steps going forward both in verbal and written media.

Basic Qualifications

Financial or banking experience preferred
Proficient in MS Office applications and good understanding of telephony/financial systems Adherence to standards by following contact center processes and guidelines
Prior experience in Customer Service, Financial Services or Contact Centre, or equivalent demonstrated through one or combination of the following: work experience, training, education.
Effective communication (both verbal and written communication) and listening skills including the ability to engage and manage conversations • Excellent customer service skills and proven track record of delivering to NPS, CSAT or other Customer Experience Metrics
Strong organizational and time management skills

So, why join us?

There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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 or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 37900

Job Posting End Date

20/10/2023, 11.59pm, (Melbourne Australia)