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

As the Customer Care Manager for Retail Lending, you will lead the Homeowner Customer Care team and escalation function specifically for home loans. You will oversee the resolution of lending queries and escalations during the origination process, ensuring customers receive clear, timely, and accurate communication as their loan progresses. You’ll collaborate closely with product, credit, operations, and frontline teams to improve the home loan origination experience while maintaining strong regulatory and policy compliance.

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
Role Location: 833 Collins Street Docklands VIC 3000 
Work Hours: 40 Hours
 

What will your day look like?

• Managing and overseeing customer escalations related to retail home loan, from initial pre assessment application through assessment, approval, and customer settlement stages.
• Coaching and supporting Customer Care Experts dealing with complex queries.
• Reviewing escalation themes and customer pain points to identify systemic issues impacting the home loans pipeline.
• Partnering with Credit, Settlements, Product, and Operations to streamline processes and reduce customer effort.
• Monitoring service quality, communication standards, and regulatory compliance across all customer interactions.
• Preparing insights and reports that highlight trends, risks, and opportunities for improvement across the home loan journey.
• Leading team discussions, sharing insights with leadership, and fostering a customer‑first, solutions‑focused culture.

What will you bring?

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

• Strong knowledge of home loan processes end-to-end, products, and regulatory obligations.
• Proven experience managing complex customer escalations or complaints within lending or financial services.
• Excellent investigation and communication skills, with the ability to deliver fair, timely, and customer‑focused outcomes.
• Effective stakeholder engagement skills and the ability to influence across teams involved in the origination value chain.
• Leadership capability — including coaching, capability development, and building a culture of accountability and empathy.
• Analytical skills to identify trends, root causes, and improvement opportunities.
• A customer‑centric mindset with sound judgement and strong attention to detail.

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?

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 109690 .
 

Job Posting End Date

27/02/2026 , 11.59pm, (Melbourne Australia)