Everyday Banking Consultant

About the role

The Everyday Banking (EDB) Consultant works in ANZ’s Contact Centre Hub, providing Australian customers with support for retail, cards and digital banking solutions. You will handle high‑volume routine enquiries, aiming for first‑call resolution while promoting digital self‑service channels.

Key responsibilities

• Resolve customer enquiries via the voice channel, using available tools and resources to achieve first‑call resolution.
• Identify root causes of issues and provide permanent fixes or appropriate escalations to specialist bankers.
• Promote and guide customers toward digital and self‑service banking options.
• Maintain brand standards by delivering excellent customer experiences and contributing to positive NPS scores.
• Meet customer‑centric, financial and risk metrics while adhering to shift schedules and rotating hours.
• Participate in ongoing training and mentorship to quickly build banking knowledge.

Required profile

• Strong customer‑service orientation with the ability to understand and address customer needs efficiently.
• Flexibility to work rotating shifts and adapt to changing customer contact patterns.
• Good communication skills and the ability to represent the ANZ brand positively.
• Willingness to learn banking products and processes through formal training.

Required skills