Senior Collections Officer

Req ID: 80691

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

The Senior Inbound Collections Associate role is responsible for actioning Inbound Phone contact for Early & Late Stage Consumer Delinquent accounts across Retail and Commercial Products (Cards, Mortgages, Loans, DDA’s & SBB), including post charge-off accounts & Commercial Credit Cards, ensuring accurate maintenance for all Customer contact by applying appropriate ANZ Collections processes and strategies. Role is trained to at least 3 products learned in Inbound.

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 alignment: 100% Voice campaign, Inbound/Outbound

Role Location: MDC 100, Eastwood, Libis, QC

Shift Schedule: Morning shifts will be adhered with weekends or split off. Hybrid work set up upon regularization

What will your day look like?

Specifically, the Collections Officer will:

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
Customer Complaints/Escalation Management
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
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.

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
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.
Strong numerical and verbal reasoning skills
Strong written and oral communication skills

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 80691

Job Posting End Date

28/02/2025 , 11.59pm, (Melbourne Australia)