Senior Client Services Officer – Cantonese Speaking

About the role

The Senior Client Services Officer will deliver high‑quality service to Tier 1 institutional clients for ANZ’s Transaction Banking division. Based in Solaris One, Makati, the role focuses on resolving complex queries, supporting revenue retention and encouraging the use of self‑service channels.

Key responsibilities

• Handle and resolve complex client inquiries and service‑recovery cases, aiming for first‑contact resolution.
• Manage a portfolio of Tier 1 clients, ensuring service and operational performance meet agreed SLAs.
• Identify trends, propose and implement process improvements to boost service quality and efficiency.
• Promote self‑service solutions through proactive client engagement and education.
• Coach and support team members to enhance service delivery and knowledge sharing.
• Assist the line manager with reporting, SLA monitoring and quality assurance activities.

Required profile

• Strong client‑service orientation with experience handling complex banking situations.
• Background in transaction banking, especially payments and cash products.
• Excellent written and verbal communication skills in English.
• Fluency in spoken and written Cantonese.
• Proven ability to build relationships with internal and external stakeholders.
• Analytical mindset with a focus on continuous improvement.

Required skills

• Fluency in Cantonese and English (spoken and written).
• Knowledge of payments and cash operations within a banking environment.