Contact Centre Service Consultant

**Req ID**: 84514
**Department**: NZ Personal Banking Contact Centre
**Division**: New Zealand
**Location**: Auckland
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
As a Service Consultant in our Contact Centre, you’ll play a key role in assisting our customers with a variety of Retail, Cards and Digital Banking solutions, troubleshoot any issues they may have and provide information on any other products or services that may be relevant.
Our close-knit Service Consultants come from a range of backgrounds but they all share one thing - a passion for connecting with people and customer service.
This role is (primarily phone based) responsible for the servicing of customer requests and enquiries in a timely and effective manner. These positions will typically process high volumes of routine enquiries. The key capability for these positions is effective customer servicing as opposed to requiring extensive knowledge of a specific process or policy to be effective.
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.
Taipito kōrero mō te Tūranga - Role details
**Role Type**: Permanent, must be a NZ Resident or NZ or AUS Citizen to apply
**Start Date**: Monday 17th March 2025
**Location**: Tāmaki Makaurau / Auckland
To ensure you are fully supported in your learning journey, we require you to commit to learning onsite at our Contact Centre Hubs. Once training is complete, your team leader will advise you of the requirements to transition into hybrid working.
**Shifts**: Variety of shifts available, all include one weekend day
**Hours**: Start between 08.00am - 12.00pm and finishing between 4:00pm - 8:00pm - on a rotating monthly roster, working 7.5 hours per day (5 days per week), 37.5 hours per week
**Training**: Initial 7 weeks of full-time training from start date, Monday to Friday 9:00am to 5:00pm before moving into normal hours and days of work for approximately two months. Following this an additional 3 weeks of full-time training, Monday to Friday 9:00am to 5:00pm.
Ka aha tō rā e kite ai? - What will your day look like?
As a Customer Service Consultant in the Contact Centre, you will:
Provide exceptional customer experience through quality interactions over the phone.
Likely to support 50-60 customers per day through personalised and meaningful conversations, assisting them with their everyday banking needs across retail, credit cards, fraud, disputes and digital self-service education for our customers
Provide peace of mind to our customers by troubleshooting any issues customers may have e.g. technical issues, lost and stolen cards, etc.
Work in a professional environment, meeting customer-centric and risk metrics and targets as necessary
Identify any additional needs and refer to the appropriate channel
Be a digital advocate, demonstrate sound knowledge of the bank’s digital solutions, the ability to problem solve and educate customers.
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 details
Being keen to upskill and learn the fundamentals of banking to build a new career
Previous work experience involving customer service
Being an active user and promoter of technology
Excellent communication, phone manner and ability to engage with customers
Good listening & 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