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 a Home Owner Enquiries Consultant in our Customer Contact Centre Team, you’ll play a key role in helping to primarily support customers via inbound calls who are looking at obtaining either a new Home Loan, Credit Card or Personal loan with ANZ, and after determining eligibility, transfer them through to the relevant department for a more detailed conversation.  

As customers chose alternative ways of connecting with their bank, this role requires the ability to use digital channels to connect with customers with Acquisition needs.

What’s critical to this role is the ability to have a world class Acquisition conversations with your customers, and to ensure that the conversation provides the customer with a compelling reason to join or remain with ANZ.

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 3008
Work Hours: Full-time, 40hrs/week

What will your day look like?

This role will be responsible for :

• Triaging inbound calls regarding new Home Loan, Credit Card and Personal Loans to the relevant lending department.
• Ask relevant questions of customers to determine their lending need, eligibility, and then transfer the customer through to a lender for a more detailed conversation around their lending need.
• Providing a fantastic customer experience on every interaction, leaving a positive first impression of ANZ on our customers.
• Support customers with acquisition needs across both phone and digital channels, and support servicing customer needs when required.
• Make outbound calls to support different lead types, as well as transfers from other areas of CCC that require, acquisition or servicing conversation.
• Report back to the business on effectiveness of campaigns/ journeys and customer behaviours trends, and insights you gain through conversations with customers. This is on both campaign effectiveness, and reasons customers may be looking to leave ANZ.

What will you bring?

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

• Strong Communication Skills: Clear, concise, and empathetic communication with customers and colleagues, ensuring effective interactions across phone and digital channels.
• Customer-Centric Approach: Prioritizing customer needs, delivering a positive experience, and resolving issues with patience and understanding.
• Problem-Solving and Decision-Making: Quick and accurate assessment of customer needs, with the ability to direct them to the right department or solution.
• Sales Acumen: Identifying opportunities for lending products and proactively following up on leads to drive conversions.
• Adaptability and Multitasking: Handling a variety of tasks, including inbound and outbound calls, while maintaining focus and managing customer needs efficiently.

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 82338 .
 

Job Posting End Date

04/03/2025 , 11.59pm, (Melbourne Australia)