Customer Service Consultants
Customer Service Consultants
Req ID: Department: Insto Ops Client Services Division: Institutional Location: Makati
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 customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.
About the Role
As a Senior Officer - Client Services, GCC in our Client Services Aus - Institutional, you’ll play a key role in helping to provide first level support to International Support Centre (ISC) Enquiry Officers in terms of escalations, complaints handling, technical guidance and support ISC through monitoring of staff availlability to ensure Service Level expectations are met along with call quality parameters.. This role analyse a client's relationship, transactions and requirements to provide advice and support and/or specialist transaction banking expertise to customers. These positions will use a unique and comprehensive understanding of a multitude of payments and markets processes, systems knowledge and technologies and to deliver quality services to enhance the customer experience.
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 Location: Solaris One, Makati
What will your day look like?
As a Senior Officer - Client Services, GCC, you will:
• Be accountable for delivering exceptional service to customers within ANZ's Institutional & FI segments.
• Manage a portfolio of customer groups spanning the Institutional and FI segments
• Build and develop strong customer relationships, which maximise satisfaction levels and retention
• End to end management of escalations raised by customers where there have been service/operational errors or failures
• Pro-active education of customers to minimise effort and rework when interacting with the bank
• Pro-active education of internal stakeholders (RMs/AMs) to minimise any effort on their part
• Communication of system outages to impacted customers and managing expectations
• Identify opportunities for process improvements to increase efficiency and reduce the chance of errors
• Collaboration with multiple IOA teams to achieve optimal customer outcomes
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
• Strong experience in PCM
• Good knowledge of transaction banking and servicing of Institutional and FI customers
• Experience in managing customer service and operational needs.
• Good influencing, problem solving and negotiation skills
• Experience in delivering customer focused outcomes
• Demonstrated ability to deliver outstanding service and meet competing demands
You’re not expected to have % 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, 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.
Job Posting End Date
, 11.59pm, (Melbourne Australia)