Edb First Nations Consultant

Req ID: 82049
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

The dedicated First Nations Customer Support line at ANZ is committed to supporting our Aboriginal and Torres Strait Islander customers, including those living in remote communities, who may face challenges accessing their banking due to living in remote areas, limited access to branches and ATMs, limited internet access, language barriers, and lack access to recognised identification documents to open an account. Bankers on the Aboriginal and Torres Strait Islander support line will be culturally trained and are responsible for handling everyday banking enquiries such as balance enquires, general banking enquiries, internet, and phone banking enquiries, lost and stolen cards, cancelling direct debits, identification/ authentication, account opening and other remote services.

Our team of close-knit specialists come from a range of backgrounds, but they all share one thing - a passion for connecting with people, problem solving and customer service.

Experience or qualifications in banking aren’t required to be great in this role – we’ll teach you everything you need to know about banking and continue to invest in you and your career by providing ongoing one-on-one coaching and professional development to set you up for a career that can go many places. Because at ANZ you’ll be getting what you need to take the next big step in your career and move in leaps and bounds towards even bigger things with us in the future.

Our frontline bankers work rostered shifts, providing our customers year-round services to be there for them when they need us most with operating hours ranging from 8.00am to 8.00pm. We’re looking for people who are available to work flexible hours to support the changing customer habits and needs.

To help make work “work for you”, we offer a range of flexible options to help you manage your life/work balance. Following an 8-week in office training program, this role can be office based or a combination of working from home within a rotating roster (8hr shifts) between the hours of 8am – 8pm Mon- Fri.

Role Location: 833 Collins Street, Docklands VIC 3008

Role Type: Permanent, Full-time, 40hrs/week

What will your day look like?
Work with a large, energetic service team to support customers over the phone
You are likely to support 30-40 customers per day through personalised and meaningful conversations assisting them with their Everyday Banking needs across retail, credit cards, fraud, disputes, and digital self-service education for our customers
Provide peace of mind to our customers by troubleshooting any issues e.g., technical issues, lost and stolen cards, etc
Work in a professional environment meeting customer-centric, financial and risk targets as necessary
Build your skills and banking knowledge quickly through on-going formal training and mentorship from your leaders
What will you bring?

To grow and be successful in the role, you will ideally bring the following:

Exclusive to Aboriginal & Torres Strait Islander applicants
A demonstrated connection and passion to support the Indigenous Community
Being customer-focused to the core
A strong sense of purpose to assist customers with their individual needs
Being an active user and promoter of technology
Strong work ethic and resilience
Excellent communications skills and ability to engage and understand customer needs
Attention to detail and keen eye for accuracy
Strong sense of professionalism and ambition
Being keen to upskill and learn the fundamentals of banking to build a new career
Excellent phone manner and ability to engage with customers

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.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

. You can apply for this role by visiting ANZ Careers and searching for reference number 82049 .

Job Posting End Date

09/12/2024 , 11.59pm, (Melbourne Australia)