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ANZ Banking Group

Compare

4.1

based on 1k Reviews

39 ANZ Banking Group Jobs

Contact Centre Service Consultant

ANZ Banking Group

4.1

based on 1k Reviews

1-6 years

Bangalore / Bengaluru

1 vacancy

Contact Centre Service Consultant

ANZ Banking Group

posted 6hr ago

Job Role Insights

Flexible timing

Key skills for the job

Software Configuration Management Customer Service Hospital Administration Operations Voice Process Customer Experience Management

+ 3 more

Job Description

About Us

At ANZ, were 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

This position is responsible for managing the key functions across Digital service function

Service and Join team is our 24X7 customer servicing team that supports the contact centre business in NZ across various processes The teams operate around the clock and works in partnership with NZ having shared responsibilities with onshore counterparts.

The role requires to handle requests for joining ANZ or applying for a bank account resident or migrant to NZ. Does not need to provide advice and therefore not required to be nominated representative.

To provide exceptional customer experience via digital channels (over the phone, online and email) meeting the needs of customers. The outcomes are to be achieved through living the ANZ Values, being competent bankers, and with outputs being well managed and customer oriented.

In addition, it will also be expected that this role undertakes some up skilling and cross skilling into other functions to maximise operational capability to establish First Contact Resolution and be flexible to work 24/7 roster.

Role Type: Permanent
Role Location: Bangalore
Work Hours: Night shifts

What will your day look like?

Liaise with stakeholders in a professional manner, assisting with all enquiries to finalisation and/or escalating within a timely manner. Provide administrative support, including creation of correspondence material, to ensure customers are aware of their obligations and requirements to enable closure of cases.
Provide a high level of customer service to customers
Provide accurate and up to date information on all enquiries
Provide any written concerns from customers to supervisor/manager - escalation of stakeholders concerns appropriately
Completing all required documentation with no/minimal errors. Providing appropriate verbal information to stakeholders. Sharing information and providing ongoing support and guidance to team members.
To be able to comply with customer identification process and AML obligations
Accurate recording of information in work tools, creates minimal rework for own/other team. Maintain customer service level agreements.

What will you bring?

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

MBA Freshers interested in handling customer calls (Semi voice process)
Should be ok to work in night shifts
Should be ok to work on weekends (There will be weekly off during weekdays)
High level of resilience across various systems
Strong Stakeholder Management & Negotiation and Influencing skills
Understanding Digital business
Drive continuous change
Excellent communication skills both written and oral
Strong customer ethics to provide quality and timely customer service
Accuracy and attention to detail
Concern for Quality and Standards
A positive attitude and willingness to contribute to the successful team environment