Assisted Digital Consultant – Expression of Interest

About the role

The Assisted Digital Consultant will join ANZ’s CCC Tribe to support Australian retail, cards and digital banking customers via the in‑app “Message Us” channel. You will handle high‑volume routine enquiries, provide accurate information, and ensure first‑contact resolution while building your banking knowledge through formal training and mentorship.

Key responsibilities

• Respond to customer messages in the in‑app channel, using available tools to resolve enquiries efficiently.
• Identify root causes of issues and deliver permanent fixes or appropriate guidance.
• Escalate complex cases to specialist bankers or expert teams when necessary.
• Maintain brand standards and aim for positive Net Promoter Score (NPS) outcomes.
• Meet customer‑centric, financial and risk metrics set for the team.
• Adapt to flexible rostered shifts, primarily mornings, to match changing customer habits.

Required profile

• Excellent English communication skills, both written and verbal.
• Ability to work flexible hours and rotate shifts as required.
• Strong customer‑service orientation with a focus on first‑contact resolution.
• Willingness to learn banking products and processes quickly.

Required skills