Job Description
Contact Centre Agent
This is ANZ Worldline Payment Solutions
ANZ Worldline Payment Solutions is a joint venture between one of Europe’s leading payment technology companies, Worldline, and ANZ Banking Group.
We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then, we’ve built a new modern technology platform to enable us to bring an exciting roadmap of products and solutions to our customers, as payments technology and consumer preferences evolve.
What’s it like to work with us? We bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise, products and services make us a leader in payments, our people, purpose, values and culture are the core of our organisation. As an equal opportunity employer, we know our success comes from new insights, diverse points of view and the energy of every member of our growing team.
It’s an exciting time to be part of our team. Find out more about ANZ Worldline Payment Solutions here .

SKILLS WE NEED:

• Experience in a customer service setting or call centre
• Knowledge of the business and processes
• Experience with client/bank office supportExperience with key account management experience

• Provide support for customer service (email and/or telephone) including financial queries, answering product questions and providing answers to basic technical questions
• Independently process requests from our customers, partners and third parties, according to skill matrix for respective teams, SLAs and quality requirements
• Update systems to reflect contract changes, including activating new services and changes to the customer status
• Maintain new and existing customers in our system
• Actively support the operational implementation of new products and services
• Execute recurring tasks, including reporting in task tool statistics daily
• Actively participate and cooperate in projects
• Know and cooperate with entire stakeholder networks and external business partners
• Actively assist in all areas of the team, including participation in problem solving activities and implementation of agreed solutions
• Resolve and follow up on customer issues escalating to technical support teams as appropriate
• Participate in the development of service improvement plans
• Participate in the implementation and deployment of new processes, systems and standards