Customer Solution Specialist

1 week ago


Sydney, New South Wales, Australia ANZ Banking Group Full time

Req ID: 43182

Department:
AR Customer Services Ops Customer Servicing

Division:
Australia Retail

Location:
Sydney

About the Role

At ANZ our purpose is to shape a world where people and communities thrive.

We're making this happen by improving our customers' financial wellbeing so they can achieve incredible things - be it buying their home, building a business or saving for things big or small.

Overall purpose of the Customer Solution Specialist is to retain and increase loyalty of ANZ customers.

Deliver on customer promises by adopting a positive relationship-based, customer centric approach that demonstrates passion for resolving customer enquiries, complaints and concerns through the use of both reactive and proactive retention methods.

Identifies root cause of customer cancellation requests and/or complaints, and delivers solutions in line with general advice that are relevant to the customer's expectations.


This includes educating customers about ANZ bank and policy features and benefits, providing a full range of insurance expertise and general advice to help customers meet their insurance goals.

Provide proactive support to General Insurance Chapter Lead in delivering Retention Strategy in addition to day to day operations.

Role Location: 242 Pitt Street, Sydney NSW 2000

Role Type:
FIXED-TERM contract for 12 months, Full-Time opportunity (Standard Operational hours is 8am - 8pm, Sydney Time)

What will you bring?

To grow and be successful in the role, you will ideally bring the following:
Previous customer retention and Contact Centre experience is a must
Previous tele-sales experience, sales and Retention skills (preferred)
Financial services or general insurance experience within a call centre environment (preferred)
Excellent written and verbal communication skills (essential)

The ability to build rapport, utilise negotiation and objection handling skills in customer interactions in order to retain at risk customers.

(essential)
Proven experience in fast pasted working environments, preferably in sales, complaints or resolution teams (essential)

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?

There's something special about being part of ANZ.

From the moment you join us, you're part of a team working towards a common goal:
improving the financial wellbeing and sustainability of our millions of customers.

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 and community you need to take the next big step in your career, towards even bigger things in the future.


We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

Job Posting End Date

30 June 2023, 11.59pm, (Melbourne Australia)

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