Everyday Banking Consultant – Contact Centre

About the role

As an Everyday Banking Consultant in ANZ’s Contact Centre Hub, you will support Australian customers with retail, cards and digital banking solutions, handling enquiries efficiently and delivering a high‑quality experience.

Key responsibilities

• Provide first‑call resolution via voice channel, using available tools and resources.
• Identify root causes of enquiries and deliver permanent fixes.
• Escalate complex issues to specialist bankers or expert teams when needed.
• Promote digital and self‑service channels to drive digital‑first adoption.
• Maintain performance against customer‑centric, financial and risk metrics.

Required profile

• Excellent English communication skills, both verbal and written.
• Solid contact‑centre experience serving English‑speaking clients, preferably from the US or Australia.
• Understanding of contact‑centre KPIs, dynamics and supporting technologies.
• Flexibility to rotate hours and shifts to match changing customer habits.

What we offer

• Inclusive culture where 90% of employees feel they belong.
• Access to health and wellbeing services.
• Flexible working options to help balance personal and professional life.