Req ID: 80415
Department: AR Customer Services Ops Customer Protection COE
Division: Australia Retail
Location: Quezon City
About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

The Disputes Analyst is responsible for active and regular monitoring and reviewing of the Bank’s fraud detection tools and take appropriate action to mitigate risk to the Bank and our customers. This role will manage all related functions on identification of incidents of fraud. To act as first point of contact for all customer and merchant fraud issues.

In addition, the Dispute Analyst will:
Ensure superior level of customer service is provided by interacting directly with our customers to achieve the best possible outcome.

Ensure all services delivered comply with ANZ Group strategy, policies, processes and standards and with external regulatory requirements,

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Location: MDC 100 Building, Eastwood City, Libis, Quezon City, Philippines

Role alignment: Inbound Voice Campaign
Shift Schedule: Australian Business hours will be adhered to, must be open to rotating & shifting schedules. 50/50 Hybrid Work Set-up

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

Good Negotiation Skills – the Analyst will often be required to discuss Bank decisions, policy and actions with customers and merchants
Experience in Fraud monitoring techniques is a plus
Has good attention to details
Excellent communication skills both written and oral
Good investigative skills and Problem solving skills
Ability to handle and deal with difficult situations
Ability to interpret data and information using critical and analytical thinking to come up with useful insights to resolve problems
A positive attitude and willingness to contribute to the successful fraud team environment.
Amenable on working onsite
Amenable to work on shifting schedules and rest days

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

/. You can apply for this role by visiting ANZ Careers and searching for reference number 80415.

Job Posting End Date

08/11/2024 , 11.59pm, (Melbourne Australia)