Disputes Officer – Customer Service Operations

About the role

As a Disputes Officer in ANZ’s New Zealand Operations Manila team, you will deliver high‑quality customer service by handling client claims and ensuring outcomes meet service‑level agreements. You will also produce accurate, professional communications while adhering to ANZ’s policies, procedures, strategic objectives and external regulatory requirements.

Key responsibilities

• Review and investigate fraud and consumer dispute cases, making evidence‑based decisions that comply with policy and regulatory standards.
• Analyse account activity, transaction records and customer information to identify issues, determine outcomes and resolve cases efficiently.
• Complete case actions and documentation with meticulous attention to detail, ensuring records are audit‑ready.
• Communicate with customers and internal stakeholders to gather information, provide updates and support timely resolution.
• Manage a daily caseload while meeting service‑level commitments, quality standards and desired customer outcomes.

Required profile

• Strong attention to detail.
• Excellent written and verbal communication skills.
• Proficient investigative and problem‑solving abilities.
• Ability to manage challenging situations and navigate complex cases.
• Critical and analytical thinking to interpret data and generate actionable insights.
• Positive attitude and proactive approach within a collaborative fraud‑team environment.

What we offer

• Access to health and wellbeing services.
• Flexible working options, including a 50 % hybrid model during training.