Contact Centre Agent

Job Description

Contact Centre Agent

This is ANZ Worldline Payment Solutions

ANZ Worldline Payment Solutions is a joint venture between one of Europe's leading payment technology companies, Worldline, and ANZ Banking Group.

We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then, we've built a new modern technology platform to enable us to bring an exciting roadmap of products and solutions to our customers, as payments technology and consumer preferences evolve.

What's it like to work with us? We bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise, products and services make us a leader in payments, our people, purpose, values and culture are the core of our organisation. As an equal opportunity employer, we know our success comes from new insights, diverse points of view and the energy of every member of our growing team.

It's an exciting time to be part of our team. Find out more about ANZ Worldline Payment Solutions here .

The opportunity:

Reporting to the Contact Centre Team Lead, you will be responsible for telephone enquiries, email requests and account maintenance

Your responsibilities include:

• Provide support for customer service (email and/or telephone) including financial queries, answering product questions and providing answers to basic technical questions
• Independently process requests from our customers, partners and third parties, according to skill matrix for respective teams, SLAs and quality requirements
• Update systems to reflect contract changes, including activating new services and changes to the customer status
• Maintain new and existing customers in our system
• Actively support the operational implementation of new products and services
• Execute recurring tasks, including reporting in task tool statistics daily
• Actively participate and cooperate in projects
• Know and cooperate with entire stakeholder networks and external business partners
• Actively assist in all areas of the team, including participation in problem solving activities and implementation of agreed solutions
• Resolve and follow up on customer issues escalating to technical support teams as appropriate
• Participate in the development of service improvement plans
• Participate in the implementation and deployment of new processes, systems and standards

Skills we need:

• Experience in a customer service setting or call centre
• Knowledge of the business and processes
• Experience with client/bank office support
  Experience with key account management experience

Benefits

At ANZ Worldline Payment Solutions, we work in a flexible environment that empowers you to learn, grow and accelerate your career. You'll have access a great mix of benefits, including:

• A range of health and wellbeing discounts for gym, nutrition, sporting gear providers.

• Learning and development opportunities to build your skills.

• Additional leave options to support families, work in the community or take a career break. You'll also earn loyalty leave for your tenure.

• Regular opportunities to connect socially as a team.
• Volunteering leave to support Corporate Social Responsibility activities.
  Plus other perks and benefits (e.g. novated leasing options).

We have modern offices and services to support our people including a parent's room, prayer room, and end of trip facilities. We also provide employee assistance services including counselling, to support managers, employees and their families.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for problem solvers, people with passion, a can-do attitude and a hunger to learn and grow. Here you'll work with colleagues from around the world and take on unique challenges as a team, to support businesses right across Australia. With an empowering culture, strong technology and training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators to shape the payments evolution.

Learn more here about working at ANZ Worldline Payment Solutions.

Request ID: 301121

Posting Start Date: 8/18/25

Job Area: Customer Services

Work Site: Hybrid

Contract Type: Permanent

Brand: ANZ Worldline

Job Location: Australia - Melbourne