Customer Service Consultant

About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga.

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 Service Consultant in our Contact Centre, you'll be the first point of contact for customers seeking support with Retail, Cards, and Digital Banking solutions.

Whether it's solving a problem, guiding them through a process, or introducing them to a range of products and services, you'll be making a real difference in their day.

You'll be joining a tight-knit team of passionate professionals from all walks of life, united by a shared love for helping people and delivering exceptional customer service.

This is a phone-based role to start, but your journey doesn't stop there.

As you grow with ANZ, you'll have the chance to expand your skills and support customers across multiple channels and more specialised services.

No matter the platform, your goal remains the same : to resolve customer enquiries quickly, clearly, and with care.

Expectations and Responsibilities

You'll handle

• personalised customer interactions each day, offering support across retail banking, credit cards, dispute resolution, and digital self-service tools.

Your day will be dynamic—resolving technical issues, assisting with lost or stolen cards, and addressing fraud or scam concerns with empathy and efficiency.

You'll bring a tech-savvy mindset, using your digital know-how to guide customers through online banking tools and empower them to bank smarter.

With your problem-solving skills and calm under pressure, you'll navigate complex situations while keeping customer satisfaction and risk management top of mind.

You'll spot opportunities to add value, connecting customers with the right products and services to meet their needs.

Most importantly, you'll bring a genuine passion for helping people, a keen eye for detail, and a drive to grow in a fast-paced, professional environment.

Qualifications and Skills

Customer-Focused & Detail-Oriented – You're passionate about delivering top-notch service and know that getting the small things right makes a big difference.

Eager to Learn – You're motivated to build a career in banking and excited to develop new skills along the way.

Experienced in Customer Service – You're confident engaging with a wide range of people and genuinely curious about finding the best solutions.

Comfortable with Technology – You're confident using digital tools and enjoy helping others feel comfortable with them too.

Strong Communicator – You express yourself clearly and professionally, both in writing and over the phone.

Friendly & Professional – You build strong relationships with customers and colleagues, creating a positive and supportive environment.

Attentive Listener & Practical Problem Solver – You take the time to understand people's needs and work through solutions that make sense.

Benefits and Work Environment

From the moment you join ANZ, you'll be part of a work whanau striving towards a common purpose : shaping a world where communities thrive.

You'll have access to wellbeing services, discounts on selected products and services, flexible working arrangements, and the opportunity to contribute to our Te Ao Maori Strategy.

Your growth is supported through continuous learning and career advancement paths.

Job Details

Role Type : Permanent, Fulltime.

(You must be a NZ Resident, NZ Citizen or AUS Citizen to apply)

Start Date : 19th January

Location : Auckland

Hours of Work : 7.5 hours per day, 5 days per week (37.5 hours per week).

Start times may vary between 09 : 00 am to 12 : 00 pm, finishing 5 : 00 pm to 8 : 00 pm.

Days of Work : Tuesday to Saturday OR Sunday to Thursday

Onboarding & Training : Initially, Monday-Friday 9 : 00 am-5 : 00 pm for the first seven weeks.

Approximately two months later, you'll undergo a second round of training, also Monday-Friday with similar hours.

After training, you'll return to your contracted days and hours.

Job Posting End Date : 23 / 11 / 2025, 11 : 59 pm (Melbourne Australia)

Apply Now

To apply, visit ANZ Careers and search for reference number XXX.

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