Home Owner Retention Coach

About the role

The Home Owner Retention Coach works within ANZ’s Retail division to engage home loan customers who may be considering leaving the bank. Through inbound and outbound conversations, the coach provides compelling reasons for customers to stay or join ANZ, while also identifying cross‑sell opportunities.

Key responsibilities

• Conduct retention conversations with home loan customers at risk of churn.
• Make outbound calls based on campaign leads and referrals from other teams.
• Identify acquisition opportunities during retention dialogues.
• Share customer insights on home loan experiences with internal stakeholders.
• Utilise digital channels to complement phone interactions.
• Discuss pricing requests, NCCs, and product options such as offset accounts.
• Refer complex cases to lending specialists when necessary.
• Analyse performance data to improve personal and team outcomes.

Required profile

• Strong communication and listening abilities.
• Customer‑focused mindset with a drive to meet retention targets.
• Ability to interpret data and use insights to enhance performance.
• Willingness to collaborate with leaders and specialists.

Required skills