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

The First Nations Support line at ANZ exists to provide specialised, culturally aware banking services to Aboriginal and Torres Strait Islander customers, particularly those in remote communities who face barriers such as limited access to branches, ATMs, internet, and identification. Bankers on this line, who are culturally trained, handle a range of everyday banking services, ensuring accessible access and support for customers in need.

Our frontline bankers work rostered shifts, providing year-round services to be there for customers when they need us most, with operating hours ranging from 8:00 am to 8:00 pm. We’re looking for people who are available to work flexible hours to support the changing habits and needs of our customers. This role is part of a close-knit team passionate about problem-solving and delivering excellent customer service.

Role Type: Permanent
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: 40 Hours (Full-time)

What will your day look like?

• Supporting Retail & First Nations Support Lines: Providing dedicated and empathetic support to customers, ensuring their needs are met efficiently and respectfully.
• Customer Support & Issue Resolution: Assisting 30-40 customers daily across a range of inquiries (banking, credit cards, fraud, disputes, digital services), resolving issues promptly and delivering a seamless banking experience.
• Effective Call Resolution: Using tools and resources to resolve customer inquiries quickly, identifying root causes, and offering lasting solutions that empower customers to use Digital & Self-Service channels.
• Escalation & Expert Collaboration: Escalating complex issues to specialists when necessary, ensuring timely and accurate resolutions to maintain high service standards.
• Brand Ambassadorship & Customer Experience: Delivering exceptional customer service, aiming to exceed expectations and positively impact NPS through professional and courteous interactions
• Adhering to Professional Standards: Ensuring compliance with bank policies, procedures, and industry standards, meeting financial, risk, and compliance targets, while maintaining the integrity of the bank.

What will you bring?

• Demonstrated Commitment to Supporting the First Nations Community: Passionate about building strong, supportive relationships with the First Nations community and actively contributing to its growth and well-being.
• Customer-Focused Communication: Ability to connect with a diverse range of customers, communicate clearly, confidently, and empathetically, both verbally and in writing, ensuring their individual needs are understood and met.
• Purpose-Driven Support: Strong sense of purpose and dedication to helping customers with their unique needs, providing tailored solutions with empathy and efficiency.
• Resilience and Strong Work Ethic: Maintains composure and effectiveness in high-pressure or emotionally demanding situations, consistently demonstrating perseverance, even in challenging circumstances.
• Attention to Detail & Accuracy: Exhibits high attention to detail and precision when handling customer inquiries, ensuring accuracy in every aspect of the service process.
• Professionalism & Ambition: Demonstrates a strong sense of professionalism, driven by ambition to continuously improve and excel in providing high-quality service and customer experiences.
• Commitment to Upskilling: Enthusiastic about personal growth, eager to learn the fundamentals of banking, and open to embracing new tools and skills to build a successful career.
• Excellent Phone Etiquette & Customer Engagement: Demonstrates a strong phone manner and ability to engage with customers in a professional, courteous, and helpful manner, ensuring positive experiences in all interactions.
• Adaptability & Change Management: Ability to adapt to evolving customer needs and changes in the industry, maintaining a flexible mindset and applying a wide range of skills to meet challenges head-on.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and 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 support you need to take the next big step in your career.

We're a diverse bunch 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 health and 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 the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 110714 .
 

Job Posting End Date

03/03/2026 , 11.59pm, (Melbourne Australia)