Service Consultant – Customer Support

About the role

As a Service Consultant you will be the first point of contact for ANZ customers, delivering exceptional service across phone, email and online channels. You will ensure customer needs are met accurately at first contact while promoting digital banking solutions and additional ANZ products.

Key responsibilities

• Provide high‑quality customer experience by understanding needs and resolving enquiries at first contact.
• Deliver accurate advice and transactional support in line with bank policies, procedures and compliance requirements.
• Act as a digital advocate, educating customers on internet banking and mobile app solutions.
• Build rapport with empathy and professionalism, identifying additional needs and referring to appropriate products or channels.
• Follow authentication, risk and compliance processes to protect customer information.
• Collaborate with team members to achieve service targets and contribute to a positive team culture.

Required profile

• Strong customer‑service focus with ability to listen, show empathy and resolve enquiries at first contact.
• Experience in a customer‑facing environment, preferably a call centre or phone‑based service.
• Proficiency with digital tools and ability to guide customers on online banking platforms.
• Excellent communication and problem‑solving skills, with a willingness to escalate when needed.
• Attention to detail and commitment to risk, compliance and process adherence.
• Collaborative mindset and openness to continuous learning aligned with ANZ values.

What we offer

• Flexible working arrangements to help you balance work and life.
• Access to health and wellbeing services and discounts on selected ANZ products and services.
• Opportunities for growth, learning and career development within a diverse and inclusive organisation.