Contact Centre Service Consultant

**Req ID**: 93570
**Department**: NZ Personal Banking Contact Centre
**Division**: New Zealand
**Location**: Wellington
Ko Mātou - 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.
Mō te tūranga - About the role
Our Service Consultants come from a range of backgrounds, but they all share one thing - a passion for connecting with people and customer service.
As a Service Consultant in our Contact Centre, you’ll play a key role in assisting our customers, troubleshoot any issues they may have and provide information on any other products or services that may be relevant. This role is primarily phone-based, and over the course of your career with ANZ, you will have opportunities to upskill to support customers through other channels and specialised products & services. In all channels, the common goal is to service our customers enquiries & needs in a timely and effective manner.
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, must be a NZ Resident, NZ Citizen or AUS Citizen to apply
**Start Date**: Monday 23 June 2025
**Location**: Tory Street, Wellington
To ensure you are fully supported in your learning journey, we require you to commit to learning onsite.
**Hours of Work**: Successful applicants will be scheduled to work 7.5 hours per day (5 days per week), 37.5 hours per week. Start times may vary between 09.00am - 12.00pm, with a 5:00pm - 8:00pm finish.
**Days of Work**: Tuesday to Saturday OR Sunday to Thursday
**Training**: Initially you will work Monday to Friday, 8:30am - 4:30pm to complete seven weeks of training before moving into your contracted days and hours of work. Following this, you will complete an additional three weeks of training that will likely also be Monday to Friday, 8:30am - 4:30pm.
Ka aha tō rā e kite ai? - What will your day look like?
**As the Service Consultant Contact Centre, you will**:
Start your day by providing exceptional customer experiences through quality interactions over the phone.
Support 50-60 customers daily, engaging in personalized and meaningful conversations to assist with their everyday banking needs, including retail banking, credit cards, disputes, and digital self-service education.
Troubleshoot various customer issues, such as technical problems, lost or stolen cards, and fraud or scam concerns. You'll work in a professional environment, striving to meet customer-centric and risk metrics and targets as necessary.
Identify any additional customer needs and refer them to the appropriate channels. As a digital advocate, you'll demonstrate sound knowledge of the bank’s digital solutions, problem-solving abilities, and the capability to educate customers effectively.
Ōu Pūkenga? - What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Strong customer focus with keen attention to detail.
Eagerness to upskill and learn the fundamentals of banking to build a new career.
Previous work experience in customer service.
Active user and promoter of technology.
Excellent written and verbal communication skills, with good comprehension.
Professional phone manner and the ability to engage effectively with both customers and team members.
Good listening and problem-solving skills.
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.
He aha te take e uru ai koe ki a mātou? - So, why join us?
From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.
We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us