Customer Service Consultant – Contact Centre

About the role

As a Customer Service Consultant in ANZ's New Zealand Contact Centre, you will be the first point of contact for customers needing assistance with retail banking, cards and digital banking solutions. The role starts phone‑based and can expand to multiple channels as you develop.

Key responsibilities

• Handle 50–60 personalised customer interactions daily, covering retail banking, credit cards, dispute resolution and digital self‑service tools.
• Resolve technical issues, lost or stolen cards, fraud and scam concerns with empathy and efficiency.
• Use digital knowledge to guide customers through online banking tools and promote self‑service.
• Identify opportunities to connect customers with appropriate products and services.

Required profile

• Customer‑focused, detail‑oriented and passionate about delivering high‑quality service.
• Eager to learn and build a career in banking.
• Experienced in customer service with strong communication skills, both written and verbal.
• Comfortable using technology and digital tools.

Required skills

• Proficiency with digital banking platforms and online self‑service tools.
• Strong problem‑solving ability and ability to stay calm under pressure.

What we offer

• Comprehensive training programmes covering policy and product knowledge.
• Opportunities for career growth across multiple channels and specialised services.
• Flexible working arrangements and wellbeing benefits.