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Customer Care Consultant

Customer Care Consultant

Req ID:  30581
Department:  CCC AU EDB Service (30260016)
Division:  Australia Retail (T20000)
Job Family:  Banking / Core (default)
Location:  Melbourne


  • Bring your customer service experience and we’ll teach you all about banking
  • Join an organisation with many opportunities and career pathways
  • Build relationships with our customers as you help them achieve their financial goals

About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.


Our close knit team of service consultants are a high performing team committed to creating the best possible experience for ANZ’s customers.


Customer Care is made up of four streams all focused on servicing our existing customer base with a broad range of banking needs and enquiries. The streams cover Service, Retail & Internet Banking, Card Solutions and digital servicing. Our frontline bankers in this area are available to customers 7 days a week and 365 days a year with operating hours ranging from 08:00 to 20:00.

What’s critical to this role is a focus on customer service. Experience in banking isn’t required and you will be provided with all the tools, knowledge, and support to be successful with ANZ. We offer a robust and informative training program, with combination of classroom, buddying and practical live call taking. Training will cover ANZ products, system navigation, compliance, regulations and a service/conversation guide to support you to engage with our customers.


The Customer Care Consultant is critical to making this happen and will 

  • Supporting them through personalised and meaningful conversations to better support their financial well-being
  • Educating and empowering them to use ANZ’s digital solutions
  • Ensuring they finish the call as strong advocates for ANZ
  • Constantly building your skills and banking knowledge through our on-going training
  • Whatever the day has in store, you’ll be working with a close knit team that supports each other and celebrates team wins.


Role Location: 75 Dorcas Street, South Melbourne VIC 3205 

Schedule: Full-time, 40hrs/week

Role Type: Permanent

Business Hours: Monday to Friday between 8am and 8pm, Saturday & Sunday between 8am and 6pm, and all Public holidays between 9am and 5pm


*As part of the recruitment process, you will be asked to to attend a half day on-site assessment center consisting of a group activity, site tour, and behavioral interview.


Note: The Contact Centre operates for 7 days however, you will only work 5 days totaling 40hrs per week. For successful applicants, we offer a robust and informative 8 week training program in the office, with combination of classroom, buddying and practical live call taking.


**If you are successful for the role, you agree to complete full-time trainings in the office and start on 20 March 2023

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

  • Being empathetic and customer focused, combined with strong communication skills
  • A growth mindset, so you’re eager to learn the fundamentals of banking and to build your career
  • Previous customer service experience assisting and supporting customers
  • An active user and promoter of technology
  • An ability to multi-task and adapt to changing conditions
  • A proactive attitude ready to showcase your initiative


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

So, why join us?

There’s something special about being part of ANZ.  From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.


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 and community you need to take the next big step in your career, towards even bigger things in the future.


We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.


You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.


To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and searching for reference number 30581.

Job Posting End Date

08/02/2023image, 11.59pm, (Melbourne Australia)

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