Senior Customer Service Expert

About the role

ANZ Banking Group Limited is seeking a Senior Customer Service Expert to join its Business & Private Bank team in Quezon City. The role focuses on delivering high‑quality support to Australian business customers through phone and digital messaging channels, while ensuring compliance with banking regulations.

Key responsibilities

• Serve as the first point of contact for business customers via phone and digital messaging, handling inquiries related to loans, overdrafts, deposits, credit cards and digital banking services.
• Provide timely support, service and maintenance, and complete related administrative tasks for frontline bankers.
• Drive first‑contact resolution by efficiently managing requests, using available tools and collaborating with relevant teams.
• Identify and address current and future customer needs, contributing to continuous improvement of customer satisfaction and team performance.
• Work with process experts and other departments to resolve complex problems or complaints.
• Engage in regular performance and development discussions with your leader.

Required profile

• Proven experience in a financial institution or handling financial accounts.
• Familiarity with a range of banking products and systems.
• Strong understanding of banking compliance guidelines.
• Excellent communication skills for phone and digital channels.

Required skills