Senior Officer - Client Services, GCC

at  ANZ Banking Group

Req ID: 61711
Department: Insto Ops Client Services
Division: Institutional
Location: Quezon City
About the role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.
The Senior Officer - Client Services, GCC is responsible for providing proactive and exceptional customer experience to ANZ’s Platinum and Premium’s High Value Institutional customers, through phone and digital channels. They will have an ability to look at each interaction through the customer’s lens and role model the Service Principles, to reduce customer effort and improve customer experience through the promotion of self-service channels and education. They are proficient in all basic Transactional Banking products (Transactive Global, Transactive Trade, Account Support, DSS), proactively manage cases to ensure these are completed on a priority basis and be able to effectively manage customer and internal stakeholder expectations.
Has a strong customer focus and interpersonal communication skills.
Will be able to operate effectively and work flexibly intraday to achieve objectives
Will provide guidance and assist team members and the wider business with difficult customer scenarios.
Will support the need for change and champion this across the CSC and wider business
Has the skills, knowledge and ability and respond to customer queries across the Platinum Plus & Premium customer segments on products:
Transactive Global, Transactive Trade, Account Support and DSS.
Role Location: Quezon City
Role Type: Permanent / Full time
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Demonstrated experience in a Customer Contact Centre servicing Institutional Customers
Comprehensive knowledge of all standard and some complex PCM Transaction Banking Payables & Receivables products that the IOA Customer Service Centre support
Cash TB end to end processes and supported products, services and channels, including but not limited to Transactive Global, Account Support, DSS and Transactive Trade.
Demonstrated influencing, negotiation and conflict management skills.
Detail oriented, quality focused and risk aware.
High level of technical skills (PC’s, Avaya IP, MPhone, Config Manager, Microsoft Office 2010)
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?
There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.
As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.
But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.
We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.
You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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 or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 61711.
Job Posting End Date
27/03/2024, 11.59pm, (Melbourne Australia

Please refer the Job description for details