Senior Collections Associate

About the role

ANZ is hiring a Senior Collections Associate in its Business Services Financial Wellbeing Assist division, based in Quezon City. You will manage delinquent customer accounts across multiple ANZ products, handling both inbound and outbound customer interactions. The role is permanent and full-time, with a day shift and mostly weekends off, though staff may be rostered on Saturdays depending on business needs.

Key responsibilities

• Engage with customers through inbound and outbound interactions to understand their circumstances and support needs.
• Deliver empathetic, customer-focused conversations that balance advocacy with sustainable outcomes.
• Assess each situation and identify support options aligned with ANZ policies, processes and regulatory obligations.
• Work with customers to set up suitable arrangements and solutions, recognising signs of vulnerability, hardship and financial stress.
• Maintain accurate and timely account records and customer documentation.
• Identify risks, emerging issues and opportunities for continuous improvement.

Required profile

• Ideally strong experience in banking, financial services, collections or contact centre operations.
• Strong customer service skills and excellent verbal and written communication.
• Ability to handle challenging conversations with confidence, professionalism and empathy.
• Attention to detail, ability to manage priorities in a fast-paced environment, and a growth mindset.
• Experience working across multiple systems and applications.

Applicants do not need to have all these attributes; the employer welcomes candidates who have most of them. The role offers a hybrid arrangement after successful completion of probation, and ANZ provides health and wellbeing services and flexible working options.