Home Owner Enquiries Consultant

**Req ID**: 82338
**Department**: AR Contact Centre
**Division**: Australia Retail
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
As a Home Owner Enquiries Consultant in our Customer Contact Centre Team, you’ll play a key role in helping to primarily support customers via inbound calls who are looking at obtaining either a new Home Loan, Credit Card or Personal loan with ANZ, and after determining eligibility, transfer them through to the relevant department for a more detailed conversation.
As customers chose alternative ways of connecting with their bank, this role requires the ability to use digital channels to connect with customers with Acquisition needs.
What’s critical to this role is the ability to have a world class Acquisition conversations with your customers, and to ensure that the conversation provides the customer with a compelling reason to join or remain with ANZ.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: Permanent
**Role Location**: 833 Collins Street, Docklands VIC 3008
**Work Hours**: Full-time, 40hrs/week
What will your day look like?
**This role will be responsible for**:
Triaging inbound calls regarding new Home Loan, Credit Card and Personal Loans to the relevant lending department.
Ask relevant questions of customers to determine their lending need, eligibility, and then transfer the customer through to a lender for a more detailed conversation around their lending need.
Providing a fantastic customer experience on every interaction, leaving a positive first impression of ANZ on our customers.
Support customers with acquisition needs across both phone and digital channels, and support servicing customer needs when required.
Make outbound calls to support different lead types, as well as transfers from other areas of CCC that require, acquisition or servicing conversation.
Report back to the business on effectiveness of campaigns/ journeys and customer behaviours trends, and insights you gain through conversations with customers. This is on both campaign effectiveness, and reasons customers may be looking to leave ANZ.
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Triaging inbound calls regarding new Home Loan, Credit Card and Personal Loans to the relevant lending department.
Ask relevant questions of customers to determine their lending need, eligibility, and then transfer the customer through to a lender for a more detailed conversation around their lending need.
Providing a fantastic customer experience on every interaction, leaving a positive first impression of ANZ on our customers.
Support customers with acquisition needs across both phone and digital channels, and support servicing customer needs when required.
Make outbound calls to support different lead types, as well as transfers from other areas of CCC that require, acquisition or servicing conversation.
Report back to the business on effectiveness of campaigns/ journeys and customer behaviours trends, and insights you gain through conversations with customers. This is on both campaign effectiveness, and reasons customers may be looking to leave ANZ.
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?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
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, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
03/12/2024, 11.59pm, (Melbourne Australia)