Client Services Senior Officer (Mandarin-speaking)

About the role

ANZ is hiring a Client Services Senior Officer for its Manila Group Capability Center (GCC) in Makati City. The role supports peers in delivering high-quality customer service, resolving customer queries at first contact and maintaining service quality and compliance with ANZ and regulatory requirements. It is a permanent position with a hybrid work arrangement.

Key responsibilities

• Proactively understand customer requirements and respond accordingly
• Take ownership of customer complaints and suggest improvements
• Educate customers on ANZ Transaction Banking services, products and solutions
• Handle customer requests promptly and execute Customer Verification processes correctly
• Answer client enquiries quickly and efficiently
• Maintain service quality and comply with ANZ policies, procedures and regulatory requirements
• Report potential risk events and uphold customer confidentiality
• Collaborate with colleagues and contribute to inbound and outbound call programs

Required profile

• Exceptional customer communication skills and a customer-centric mindset
• Solid experience in the financial services industry and understanding of banking operations
• Proficiency in both Mandarin and English (mandatory)
• Subject matter expertise in Transaction Banking, especially Cash Management or Trade Finance products

Required skills

• Advanced knowledge of telephony systems and technology
• Ability to use tools efficiently to support customer interaction

Applicants need not have all listed skills; candidates with most of them are encouraged to apply. Benefits include access to health and wellbeing services and flexible working options. Applications are made through the ANZ careers site using reference number 127075.