Everyday Banking Consultant

Department: AR Contact Centre

Division: Australia Retail

Location: Quezon City

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.

As an Everyday Banking Consultant in our Customer Contact Centre Business Unit, you’ll play a key role in helping our Australian customers with a variety of Retail, Cards and Digital Banking solutions, troubleshoot customer enquiries they may have, and provide information on any other products or services that may be relevant. This role is responsible for the servicing of customer requests and enquiries in a timely and effective manner. These positions will typically process high volumes of routine enquiries. The key capability for these positions is effective customer servicing as opposed to requiring extensive knowledge of a specific process or policy to be effective.

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 Type: Permanent, Full-time
Role Primary Location: MDC 100 Building, Eastwood, Libis, Quezon City
Role Secondary Location: Solaris One Building, 130 Dela Rosa St., Legaspi Village, Makati City
Work Hours: Ranging from 7AM to 10 PM AEST. People looking to join these teams will need to be flexible to rotate hours and shift schedule to support the changing customer habits and contacts.

As Everyday Banking Consultant, you will:

1. Ensure first call resolution for customers contacting us through our voice channel by consistently utilizing available tools and resources.
2. Resolve customers’ enquiries in an efficient and timely manner by understanding their needs, identifying the root cause of the enquiry and providing appropriate and permanent fixes.
3. Escalate to an appropriate specialist banker or team of experts to deliver timely and accurate resolution, when necessary.
4. Empower our customers to bank with us anytime using our Digital & Self-service channels and contribute to our strategic goal of digital first adoption.
5. Become brand ambassadors for ANZ by providing the best customer experience in all voice interactions with the goal of positive NPS returns.
6. Work in a professional environment meeting customer-centric, financial and risk metrics and targets as necessary.
7. Build your skills and banking knowledge quickly through ongoing formal training and mentorship from your leaders.

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

1. Excellent English communication skills (both verbal and written) including the ability to engage and manage conversations with other nationalities.
2. Solid contact centre experience with an English-speaking client base, preferably from the US or Australia.
3. Understanding of the contact centre environment i.e., the major KPIs; the dynamics of the contact centre work and the various technologies being utilized to support the overall business model.

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.

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 Manila plays a critical role in executing our strategy and delivering 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 make 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 ANZ Careers . You can apply for this role by visiting ANZ Careers and searching for reference number 73686 .