Everyday Banking Coach

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 56074

**Department**: AR Contact Centre

**Division**: Australia Retail

**Location**: Melbourne
- Build your career at a Big 4 Bank with many opportunities and career pathways
Bring your passion for helping customers and we’ll teach you all about banking
Future proof your career with our ongoing on-the-job training to learn valuable skills
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, and we need passionate people to help us achieve this.

As an Everyday Banking Coach, you’ll will help customers navigate a range of different products through friendliness, empathy, and professionalism. This role will be responsible in assisting customers with Consumer Bank Accounts, Consumer Credit Card Accounts, Personal Loans, and General Insurances.

You will be part of a high performing team committed to creating the best possible experience for ANZ’s customers. The role's KRA’s (Key Result Areas) are centered around ways we can deliver on our customer promises, financial wellbeing conversations and meet our risk and business expectations.

**These includes**:
Voice of Customer (Banker Satisfaction).
Delivery of Customer Promises, Customer Engagement Principles & Complaint Management Processes.
Educate our customer with Digital/Self Service Adoption.
Developing self and others.
Collaboration in Team Huddles, Meetings, Coaching Sessions and Team Based Activities.
Quality Assessment; Adhering to policy and processes.
Adhering to Contact Centre metrics (Well-Managed)
Contribution to Business performance outcomes. Measure & maintain the quantity and quality of financial solutions our bankers are providing our customers as well as the bankers performance against their target.

Our team of close-knit specialists come from a range of backgrounds but they all share one thing - a passion for connecting with people, problem solving and customer experience. Know more abut us by viewing the Customer Contact Centre video.

Experience or qualifications in banking aren’t required to be great in this role - we’ll teach you everything you need to know about banking and continue to invest in you and your career by providing ongoing one-on-one coaching and professional development to set you up for a career that can go many places. Because at ANZ you’ll be getting what you need to take the next big step in your career and move in leaps and bounds towards even bigger things with us in the future.


Our frontline bankers work rostered shifts, providing our customers year-round services to be there for them when they need us most with operating hours ranging from Monday to Friday, 8.00am to 8.00pm. We’re looking for people who are available to work flexible hours to support the changing customer habits and needs.

To help make work “work for you”, we offer a range of flexible options to help you manage your life/work balance. Following an 8-week in office training program, this role can be office based or a combination of working from home within a rotating roster (8hr shifts) between the hours of 8am - 8pm Mon
- Fri.

**Role Location**: 75 Dorcas Street, South Melbourne VIC 3205

**Note**:
We offer Full-time and Part-time schedules for these roles.

**Part-time schedules available**: Mon, Tue & Wed OR Mon, Tue & Thu OR Mon, Tue & Fri (rostered between 8am to 8pm)

What will you bring?

To grow and be successful in the role, you will ideally bring the following:
Ability to have clear conversations with our customers by listening, speaking, observing and empathising over the phone.
Attention to detail - achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved.
Uphold ANZ's Core values.
Resilient - An individual that has the capacity and can bounce back from difficult situations and experience with a positive attitude.
Empathy and customer focused - The ability to capture a persons attention, build rapport with an individual and connect with them to have financial wellbeing conversations.

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.

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