Senior Client Services Officer (Mandarin-speaking)

About the role

As a Senior Client Services Officer for ANZ’s Manila Group Capability Center, you will support peers in delivering high‑quality customer service, resolve queries at first contact, and ensure compliance with ANZ and regulatory standards.

Key responsibilities

• Pro‑actively understand and respond to customer requirements.
• Take ownership of customer complaints and propose improvement ideas.
• Demonstrate ANZ service standards in all interactions.
• Educate customers on ANZ Transaction Banking services, products, and solutions.
• Handle customer requests promptly and execute Customer Verification processes.
• Answer client enquiries quickly and efficiently.
• Conduct outbound calls to existing clients for service and engagement.
• Collaborate with colleagues to achieve team service goals.
• Suggest and support process improvements to enhance the customer experience.
• Contribute to inbound and outbound call program productivity.
• Maintain full compliance with ANZ policies, procedures, and regulatory requirements.
• Report potential risk events and uphold customer confidentiality.

Required profile

• Exceptional customer communication skills with proven experience in delivering service.
• Ability to work in Mandarin (Mandarin‑speaking).
• Strong problem‑solving and ownership mindset.
• Understanding of compliance and regulatory requirements.

Required skills