Service Consultant

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

As a Service Consultant, you will be the first point of contact for our customers, delivering exceptional service across phone, email, and online channels. You will play a key role in ensuring customer needs are met accurately at first contact, while identifying opportunities to support customers with additional solutions and digital banking services.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Full-time
Role Location: Pacific Operations, Kalabu 
Work Hours: Shift work

**Multiple opportunities available

What will your day look like?

As a Service Consultant, you will:

• Provide a high quality customer experience by understanding customer 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 by demonstrating 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 and maintain a well managed environment.
• Work collaboratively with team members to achieve service targets and contribute to a positive team culture.

What will you bring?

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

• A strong customer‑service focus with the ability to listen, show empathy, and resolve customer 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.
• A high level of attention to detail and commitment to following processes, risk, and compliance requirements.
• A collaborative mindset and commitment to continuous learning and ANZ values. 

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 are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 123789.

Job Posting End Date

25/09/2026, 11.59pm, (Melbourne Australia)