Contact Centre Service Consultant

**Req ID**: 101336
**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
At ANZ, we believe banking should feel personal, not transactional. If your someone who enjoys helping others, this role could be a great fit.
As the first point of contact, you’ll deliver outstanding customer service by solving problems, supporting everyday banking needs, and guiding customers to the right financial solutions.
You’ll connect with customers via phone and digital channels, delivering smooth and efficient banking experiences. As part of a collaborative team, you’ll also support customers in transitioning to digital banking.
We’ll provide full training—you don’t need to know everything from day one. What matters most is your willingness to learn, your empathy, and your ability to make people feel heard.
**Role Type**: Permanent, Fulltime. (You must be a NZ Resident, NZ Citizen or AUS Citizen to apply)
**Start Date**: Monday 13th October
**Hours of work**: The 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 to 12.00pm, with a 5:00pm to 8:00pm finish.
**Days of Work**: Tuesday to Saturday or Sunday to Thursday
**Role Location**: Tāmaki Makaurau - Auckland (Sylvia Park)
**Onboarding & Training**: Initially, you will work Monday to Friday from 9am-5pm for the first seven weeks to complete your training. After this period, you will transition to your contracted days and hours.
Approximately two months later, you will undergo a second round of training, also scheduled Monday to Friday with similar hours. Once this training is completed, you will return to your contracted days and hours.
To ensure you are fully supported in your learning journey, we require you to commit to learning onsite.
Ka aha tō rā e kite ai? - What will your day look like?
Theres a lot to be excited about in this role. You’ll thrive in a dynamic and fast paced environment. Your ability to communicate clearly, listen with empathy and deliver exceptional service will truly set you up for success.
**Your day will include**:
Greeting 50-60 customers per day, taking the time to explain banking products in simple terms while supporting a wide range of customer needs.
Have meaningful, connected conversations to understand what matters to each customer.
Connecting customers with the right products and services or referring customers to the right teams when needed.
Keep our banking safe by following compliance practice
Celebrating wins with your team and sharing ideas to improve how you work together.
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.
Ōu Pūkenga? - What will you bring?
Customer service experience with the ability to connect with customers in an efficient and caring manner.
The ability to juggle tasks, stay organised and remain calm under pressure
Confident in expressing yourself clearly and professionally, both in writing and over the phone.
Curiosity to learn and openness to feedback
Confidence in using digital tools and enjoy helping others feel comfortable with them too.
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? (NZ)
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 and get involved in one of our affinity networks which help us to better unde