Senior Personal Banker, NZ Contact Centre Senior Personal Banker, NZ Co at ANZ

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

0.0

Posted On

08 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Home Lending, Lending, Credit Experience, Credit Assessment, Responsible Lending, Risk Management, Customer Guidance, Relationship Building, Compliance Awareness, Digital Confidence, Problem Solving, Empathy, Clarity, Expertise, Judgment

Industry

Banking

Description

Ko Mātou – About Us Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we’re shaping a world where people and communities thrive. Everything we do starts with putting customers first — creating experiences that feel simple, supportive, and designed around what matters most to them. We’re committed to raising the standard of every digital and human interaction, strengthening trust through safe and resilient banking, and delivering sustainable value for customers, communities, and Aotearoa Mō te tūranga – About the role If you enjoy meaningful conversations and take pride in helping people achieve important milestones, this could be the role for you. As a Senior Personal Banker in our Contact Centre, you’ll support customers through significant financial moments — especially their home‑buying and lending journey. You’ll connect through phone and digital channels, guiding customers with clarity, empathy, and expertise. Your conversations will help make banking feel easy and accessible, while your judgement will ensure customers are supported safely and responsibly. You’ll build confidence and trust by simplifying complex information and delivering solutions that truly meet customer needs. No need to know everything on day one — we’ll set you up with comprehensive training in home lending, products, systems, and customer conversations. What matters most is your curiosity, your willingness to learn, and your passion for helping people make informed, confident decisions. Taipito kōrero mō te Tūranga – Role Details Role Type: Permanent, Full‑timeStart Date: 25 May 2026Location: Auckland / Wellington / Christchurch Days & Hours:• Tuesday–Saturday OR Sunday–Thursday• Weekdays: 8:00am–11:00am start times• Weekends: 9:00am–5:00pm• 7.5 hours per day, 37.5 hours per week Training:You’ll complete an initial 8‑week training programme (Mon–Fri, 8:30am–4:30pm), building your home‑lending capability and supporting you to deliver quality, compliant, customer‑first outcomes.Ka aha tō rā e kite ai? – What will your day look like? No two days are the same — each interaction is a chance to have a real impact. In this role, you will: • Handle personalised customer interactions daily, primarily supporting home lending while assisting with everyday banking needs.• Guide customers through their end‑to‑end lending journey, simplifying information and helping them feel confident and supported.• Troubleshoot digital issues, assist with lost or stolen cards, and respond to fraud or scam concerns with empathy, calmness, and professionalism.• Use your digital confidence to coach customers through online tools, empowering them and improving their financial wellbeing.• Balance customer outcomes with strong risk awareness, compliance, and responsible lending obligations.• Identify opportunities to deliver meaningful value by recommending the right products, solutions, and services. You’ll bring energy, care, attention to detail and a passion for delivering experiences that are simple, trustworthy, and truly customer‑centric.What will you bring? To be successful, you’ll bring a solid foundation with a minimum of 1 year current experience in lending or transferable credit experience, supported by a mindset focused on safety, growth, and doing what’s right for customers. Ideally, you will have: • Experience in lending (personal, unsecured, or consumer), with the ability to recommend solutions based on customer needs.• Strong grounding in credit assessment, responsible lending, and risk management.• Confidence guiding customers through the lending journey, breaking down complex information into clear, simple steps.• Excellent relationship‑building skills to create supportive, trusted customer interactions.• A customer‑first mindset balanced with strong judgement and compliance awareness.• Ability to thrive in a fast‑paced, performance‑driven environment.• A growth mindset and eagerness to develop deep expertise in home lending. You don’t need to meet every criteria — if you bring most of the skills and the right attitude, we’d love to hear from you.He aha te take e uru ai koe ki a mātou? - So, why join us? From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where 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 community you need to take the next big step in your career. We're a diverse community 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 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 Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce. Kua wātea te katoa ki te tono. 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 an access requirement or disability, let us know how we can provide you with additional support. To find out more about working at ANZ visit https://www.anz.co.nz/careers/.You can apply for this role by visiting ANZ Careers and searching for reference number 112009.Te Rā Ōtinga - Job Posting End Date Sunday 22 March, 11.59pm, (New Zealand)

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Responsibilities

The Senior Personal Banker will handle personalized customer interactions daily, primarily supporting home lending while assisting with everyday banking needs and guiding customers through their end-to-end lending journey. This includes troubleshooting digital issues, responding to fraud concerns, and coaching customers on online tools while balancing customer outcomes with strong risk awareness and compliance.