Senior Officer - Collections & Hardship Team

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

 

As a member of ANZ’s Collections & Hardship Team, you’ll play an important role in supporting customers through periods of financial difficulty and help deliver fair, sustainable, and customer-focused outcomes.

 

Collections & Hardship brings together specialist teams focused on helping customers navigate challenging circumstances, understand their available options, and access the support they need to improve their financial wellbeing. Whether through collections activities or hardship assistance, our teams are dedicated to making a meaningful difference in the lives of our customers.

 

We are seeking customer-focused individuals who are passionate about helping customers achieve better financial outcomes. Successful candidates may be aligned to either a Senior Collections Associate or Customer Connect Officer opportunity, depending on their skills, experience, and business 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 Type: Permanent, Fulltime
Role Location: MDC 100 Building, Eastwood City, Libis, Quezon City
Work Hours: Day Shift, mostly weekends off; however, staff may be rostered on Saturdays based on business requirements. Hybrid work arrangement upon successful completion of probation.

What will your day look like?

 As a Senior Officer - Collections & Hardship, you will:

 

• Engage with customers through inbound and outbound interactions to understand their individual circumstances and support needs.
• Deliver customer-focused conversations that balance empathy, advocacy, and sustainable customer outcomes.
• Assess customer situations and identify appropriate support options aligned with ANZ policies, processes, and regulatory obligations.
• Work collaboratively with customers to establish suitable arrangements and solutions that support their financial wellbeing.
• Recognise indicators of customer vulnerability, hardship, and financial stress, and respond appropriately.
• Take ownership of customer concerns and support resolution through to completion.
• Maintain accurate and timely account records and customer documentation.
• Identify risks, emerging issues, and opportunities for continuous improvement.
• Contribute to a culture of operational excellence, accountability, and customer advocacy. 

What will you bring?

 

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

 

• Strong experience across banking, financial services, collections, hardship, or extensive contact centre operations
• Strong customer service skills and a genuine desire to help customers achieve positive outcomes
• Excellent verbal and written communication skills
• Strong negotiation, problem-solving, and critical thinking capability
• The ability to navigate challenging conversations with confidence, professionalism, and empathy
• Strong attention to detail and commitment to quality outcomes
• Experience working across multiple systems and applications
• The ability to manage priorities effectively in a fast-paced environment
• A growth mindset and a passion for continuous learning and development.

 

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.

How You'll Be Successful

 

Customer First

 

• Places customers at the centre of every interaction.
• Takes the time to understand custo