Customer Service Consultant - New Zealand Contact Centre

About ANZ

ANZ is dedicated to building a world where individuals and communities flourish by enhancing the financial wellbeing and sustainability of millions of customers.

Role Overview

The Service Consultant at our Contact Centre in Wellington acts as the frontline for customers seeking help with Retail Banking, Credit Cards, and Digital Banking. Your mission will be to resolve issues, guide customers through processes, and introduce relevant banking products and services to provide an outstanding customer experience.

You will join a passionate and diverse team united by a shared goal to provide exceptional service. Initially, this is a phone-based assignment; however, growth opportunities include supporting customers through various platforms and more specialized areas.

Daily Work

• Handle between 50 and 60 tailored customer interactions daily, covering retail banking, credit card assistance, dispute resolution, and digital services.
• Address technical queries, assist with lost or stolen cards, and manage fraud and scam concerns with empathy and efficiency.
• Use your digital skills to support customers navigating online banking tools to enhance their banking experience.
• Apply problem-solving techniques and remain composed under pressure to manage complex situations while prioritizing satisfaction and risk mitigation.
• Identify chances to offer suitable products and services that fulfill customer needs.
• Bring genuine passion, attention to detail, and enthusiasm to develop in a professional, fast-paced environment.

Candidate Profile

• Customer-oriented with great attention to detail and a commitment to excellent service.
• Keen to learn and pursue a career in banking with an openness to acquire new competencies.
• Experienced in customer service with confidence communicating with diverse individuals and curiosity in delivering optimal solutions.
• Comfortable leveraging technology and digital platforms, eager to assist others in using these tools.
• Effective communicator, articulate clearly both verbally and in written form.
• Friendly and professional demeanor promoting a supportive atmosphere with clients and colleagues.
• Good listener and practical problem-solver empathetic to customer needs.

ANZ embraces a growth mindset culture, so candidates with most of these qualities are encouraged to apply.

Position Details

• Permanent, full-time role located onsite in Wellington at 49 Tory Street.
• Must be a New Zealand resident, citizen, or Australian citizen to qualify.
• Work schedule: 7.5 hours per day, 5 days a week, totaling 37.5 hours weekly.
• Shift timing varies between a 9:00 am–12:00 pm start and 5:00 pm–8:00 pm finish.
• Workdays are either Tuesday to Saturday or Sunday to Thursday.
• Onboarding includes seven weeks of Monday to Friday, 9:00 am to 5:00 pm training and a subsequent two-month later training period under similar timings before settling into contracted shifts.

Why Join ANZ?

By joining ANZ, you become part of a workplace community focused on collective success and customer impact. ANZ values diversity, inclusion, and offers flexible working options to help employees balance work and life.

Benefits include wellbeing services and discounts on selected products. ANZ is committed to reflecting the diversity of New Zealand's communities and promotes initiatives like the Te Ao Māori Strategy to enhance representation and support.

Applicants needing accommodations during recruitment or employment are encouraged to disclose their requirements for assistance.

Application Deadline

Please apply before August 2, 2026, 11:59 pm (Melbourne, Australia time).