Assisted Digital Consultant

2 weeks ago

Quezon City, Philippines ANZ Full time

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 Assisted Digital Consultant in our CCC Tribe, you’ll play a key role in helping to Assist 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.

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, Fulltime
Role Location: MDC 100 Building, Eastwood, Libis, Quezon City
Work Hours: People looking to join these teams will need to be flexible to rotate hours (primarily rostered in the morning) and shift schedule to support the changing customer habits and contacts.

What will your day look like?

  • Ensuring first contact resolution for customers contacting us through our in-app Message Us channel by consistently utilizing available tools and resources.
  • 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 fix.
  • Escalating to an appropriate specialist banker or team of experts to deliver timely and accurate resolution, when necessary.
  • Become brand ambassadors for ANZ by providing best customer experience through our in-app messaging interactions with the goal of positive NPS returns.
  • Work in a professional environment meeting customer-centric, financial and risk metrics and targets as necessary
  • Build your skills and banking knowledge quickly through on-going formal training and mentorship from your leaders.

What will you bring?

  • Excellent English communication skills (both verbal and written) including the ability to engage and manage conversations with other nationalities.
  • Must have flexibility to support voice customer contacts when the business requires
  • With solid contact centre experience with an English-speaking client base, preferably from the US or Australia.
  • Understanding of the contact centre environment i.e., the major KPIs; the dynamics of the contact centre work and the various technologies being utilised to support the overall business model.

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.

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.

We are an equal opportunities employer and welcome applications from all qualified candidates. Our recruitment process is fair, transparent and based on merit.

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