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 Service Consultant (Internally known as Support Coach), you will primarily be focused on supporting simple customer queries and resolving key processing tasks to fulfill customer requests. In order to deliver optimal customer outcomes, you will interact with customers via chat (and in time voice), coaches, ANZx team and some teams across the broader ANZ business.

In the interest of continuing to improve on the evolution of ANZ Plus proposition, an additional component will be using customer insights and information to proactively resolve customer issues and inform key teams of improvement opportunities. This will require you to have flexibility, adaptability, and a learning mindset as the work will evolve as the customer propositions and processes grow and mature.

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 or Solaris One, Makati City

Role Type: Full-time, Permanent

Shift Schedule: Morning shift (rotating roster between Monday – Saturday)

Work Arrangement: Hybrid setup after training

What will your day look like?

As Service Consultant (Support Coach), you will:

• Support simple customer queries, initially through messaging (chat) and other channels over time (e.g.: voice)
• Manage your queue of tasks to action customer queries by utilising various ANZ systems (e.g.: account closures, disputes)
• Communicate and collaborate with coaches to action urgent or complex customer queries
• Respond to internal requests through the ANZ Plus Help mailbox
• Use customer analytics for issues management and root cause analysis to drive improvement
• Maintain diligent and accurate record of customer queries to ensure integrity of customer accounts to support customer financial wellbeing
• Collaborate and support other Support Coaches to ensure optimal customer experience
• Engage with teams across ANZ for resolution of more complex queries where necessary
• Complete periodic reporting on customer servicing activities
• Understand and prioritise patterns and themes across customer servicing activities to inform improvement in processes, tools and propositions to deliver better experiences

What will you bring?

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

• Relevant experience in Financial or Banking industry will be preferred
• Proven customer service experience, ideally in a Contact Centre environment
• Excellent customer service skills
• Prior experience / or willingness to learn CAP, CTM and iKnow, Salesforce, CARBe, PEGA PRS, Text Me and Web Vouchers (VIPS)
• Maintains high-level of accuracy and has good attention to details
• Good adherence to standards, processes, and guidelines
• Growth mindset and ability to tackle problems using critical thinking
• Excellent interpersonal and communication skills across digital, verbal and written channels
• Proven background in achieving and exceeding individual targets
• Ability to ensure accurate delivery of customer enquiries and instructions

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 82659.

Job Posting End Date

11/12/2024 , 11.59pm, (Melbourne Australia)