Retail Customer Service Officer

About the role

Retail Customer Service Officers are the front‑line champions for ANZ’s retail customers. Working from the Melbourne hub, they handle enquiries via phone, email and online channels, ensuring customers receive fast, accurate solutions and a seamless digital experience. The role supports both branch and third‑party partners, acting as the primary point of contact for retail banking enquiries.

Key responsibilities

• Provide high‑quality customer interactions across phone, email and digital platforms.
• Resolve financial transaction requests without unnecessary hand‑offs.
• Identify additional customer needs and refer them to the appropriate specialist.
• Promote and educate customers on ANZ’s digital banking solutions.
• Uphold ANZ values and contribute to a collaborative team environment.
• Maintain compliance with quality and regulatory standards.

Required profile

• Demonstrates ANZ’s core values and a growth mindset.
• Team‑oriented with a focus on continuous improvement.
• Committed to delivering first‑time, quality outcomes for customers.

Required skills

What we offer

• Permanent full‑time role (40 hours per week).
• On‑site work at 833 Collins Street, Melbourne.
• Opportunities for learning, development and career progression within a leading bank.