Home Owner Retention Coach

**Req ID**: 88167
**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 Retention Coach in our team, you’ll be focusing on having great retention conversations about home loans, giving customers strong reasons to stay with or join ANZ. You'll handle retention through inbound and outbound calls, and transfers from other areas needing high-level discussions. Your key tasks include talking to home loan customers at risk of leaving, making outbound calls based on campaign leads, and identifying acquisition opportunities through retention conversations.
Additionally, you'll share customer insights about their home loan experience with ANZ and use digital channels to connect with customers. This role is vital for keeping and growing ANZ's home loan customer base by making every interaction meaningful and customer-focused
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?
**Your key responsibilities will include**:
Ensuring you have the tools, conversation skills and individual capability to effectively retain and acquire customers with ANZ.
Ensuring that every opportunity to retain a customer is maximised, and that you are accountable for being on target for the customers you retain. Engage your leader to ensure you are maximising every opportunity to retain customers with ANZ.
Understanding customers’ needs and providing solutions that will help retain them with ANZ. This includes being able to discuss and complete pricing requests and NCC’s for Home Loan customers, discuss options customers may consider when looking to remain with ANZ such as opening offset accounts, and referring through to lending specialists when the customer has the need.
Servicing and retaining ANZ customers with transactional and savings accounts and identifying new opportunities that will improve their financial well-being.
Support customers with retention and acquisition needs across both phone and digital channels, and support servicing customer needs when required.
Interpreting and understanding data related to performance, and be able to use this data to improve individual and business performance.
Effectively communicate with peers, reach out for assistance when needed, and share your knowledge and insights to help improve the performance of your peers and business performance.
Gathering insights from customers around their banking experience with ANZ and communicating these insights with leaders and stakeholders is an important component of the role.
Support different lead types, as well as transfers from other areas of CCC that require a high-level retention, 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 this role, you will ideally bring the following:
Being empathetic and customer focused, combined with strong communication skills.
A growth mindset, so you’re eager to learn the fundamentals of banking and to build your career.
Previous customer sales/service experience assisting and supporting customers.
Well-developed problem-solving abilities.
An ability to multi-task and adapt to changing conditions.
A proactive attitude ready to showcase your initiative.
Comfort when working in ambiguity, and the ability to be flexible with executed tasks when priorities change.
Planning and prioritisation skills.
Have a thirst to receive feedback, comfort providing feedback to peers and leaders, and embrace the opportunity to learn from feedback.
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 a