Disputes Analyst

Req ID: 105315

Department: AR Customer Services Ops Customer Protection COE

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

As a Disputes Analyst within the Customer Protection team, you will be responsible for actively and regularly monitoring and reviewing the Bank's fraud detection tools, and taking appropriate action to mitigate risks to the Bank and its customers. This role involves managing all functions related to the identification of fraud incidents and acting as the first point of contact for all customer and merchant fraud issues.

In addition, the Disputes Analyst will:

Ensure a superior level of customer service by interacting directly with customers to achieve the best possible outcomes.

Ensure all services delivered comply with ANZ Group's strategy, policies, processes, and standards, as well as with external regulatory requirements.

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, Philippines

Role Alignment: Inbound Voice Campaign

Shift Schedule: Day shift, Monday to Friday. Australian business hours will be followed. Candidates must be open to a rotating and shifting schedule.

What will you bring?

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

Strong negotiation skills – the Analyst will often be required to discuss the Bank's decisions, policies, and actions with customers and merchants.

Experience in fraud monitoring techniques is a plus.

Excellent attention to detail.

Outstanding communication skills, both written and verbal.

Solid investigative and problem-solving abilities.

Capability to handle and manage difficult situations professionally.

Ability to interpret data and information using critical and analytical thinking to generate useful insights and resolve issues.

A positive attitude and a willingness to contribute to a successful fraud team environment.

Willingness to work onsite.

Flexibility to work on shifting schedules and rest days.

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 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 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.

/. You can apply for this role by visiting ANZ Careers and searching for reference number

Job Posting End Date

24/11/2025 , 11.59pm, (Melbourne Australia)