Service Consultant

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.

Key responsibilities

• Provide a high‑quality customer experience by understanding needs and resolving enquiries efficiently at the first point of contact.
• Deliver accurate advice and transactional support in line with bank policies, procedures and compliance requirements.
• Act as a digital advocate by educating and guiding customers on internet banking and mobile app solutions.
• Build strong rapport with customers through empathy, professionalism and a solution‑focused approach.
• Identify additional customer needs and refer them to the appropriate products, services 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 the ability to listen, show empathy and resolve enquiries at first contact.
• Experience in a customer‑facing role, ideally in a call‑centre or phone‑based service environment.
• Proficiency using digital tools and systems, with the ability to guide customers on internet banking and mobile app solutions.
• Strong communication and problem‑solving skills, with the ability to escalate or refer customer needs when required.
• High attention to detail and commitment to following processes, risk and compliance requirements.
• Collaborative mindset and commitment to continuous learning and ANZ values.

What we offer

• Flexible working arrangements to help balance work and life.
• Access to health and wellbeing services.
• Discounts on selected ANZ products and services.
• A diverse and inclusive workplace that celebrates different backgrounds and perspectives.
• Opportunities for learning, growth and career development within a large financial institution.