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Home Owner Enquiries Consultant

ANZ Banking Group -
Melbourne VIC

Apply Now

Job Details

Permanent | Full-time
6 days ago

Qualifications

Management
Customer service
Financial services
Communication skills

Full Job Description

Home Owner Enquiries Consultant

Req ID: 122596

Department: AR Proprietary Lending

Division: Australia Retail

Location: Melbourne

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

The Home Lending Enquiries Consultant is responsible for supporting customers and prospective customers across inbound, outbound and digital home lending channels. The role focuses on creating a strong first impression of ANZ by having quality, needs-based conversations that uncover customer goals, identify new home loan opportunities and connect customers with the right next step.

This includes answering inbound calls, contacting campaign and lead opportunities, and supporting customers through live chat and messaging enquiries. Across every interaction, the consultant is expected to listen actively, ask relevant questions, understand the customer’s home lending needs, and make the process simple, clear and helpful.

Success in this role is measured through a balanced scorecard across customer experience, home loan opportunity identification, risk and compliance, productivity, and team contribution. The role plays an important part in helping ANZ grow quality home lending opportunities while delivering consistent, well-managed and customer-focused outcomes.

Role Type: Permanent
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: 40 Hours (Full-time)

This role may involve rostered Saturday shifts to support branch operating hours and customer demand.

What will your day look like?

This role is accountable for:

Managing inbound home lending enquiries by answering customer calls in a timely, professional and customer-focused way.
Having needs-based conversations to understand the customer’s home lending goals, current situation, timeframe and next steps.
Identifying new home loan opportunities and supporting customers to connect with the right lender or channel for a more detailed lending conversation.
Treating every lead as an opportunity to connect with customers, understand their needs and deepen the relationship with ANZ.
Supporting digital home lending enquiries through live chat and messaging channels, ensuring customers receive timely, clear and helpful responses.
Using digital conversations to identify home loan opportunities and guide customers toward the most appropriate next step.
Delivering a strong customer experience across phone, outbound and digital channels by listening, asking good questions and making the interaction easy for the customer.
Meeting balanced scorecard expectations across customer, financial, risk, productivity and culture outcomes.
Maintaining strong telephony performance across adherence, availability, talk time, after-call work, hold time and overall productivity.
Ensuring home loan leads are actioned, updated and closed within the required service level agreements.
Recording customer outcomes accurately and using the appropriate systems, tools and processes to support the interaction.
Meeting quality assurance requirements and adhering to all regulatory, compliance and responsible lending obligations.
Managing complaints appropriately, including recording complaints in line with process and aiming to resolve customer concerns at first point of contact where possible.
Working collaboratively with lenders, coaches, team managers and support teams to improve the customer journey and lead conversion outcomes.

What will you bring?

Strong customer service skills with the ability to build trust and rapport quickly over the phone and through digital channels.
Ability to have needs-based conversations that uncover customer goals, lending needs, timing, motivation and next steps.
Strong communication skills, including the ability to explain information clearly and adapt the conversation to the customer’s needs.
Confidence managing inbound calls, outbound calls, live chat and messaging enquiries in a fast-paced contact centre environment.
Ability to identify home loan opportunities and connect customers with the right lender, banker or support channel.
Strong attention to detail when recording outcomes, updating systems and following lead management processes.
Understanding of risk, compliance, privacy and responsible lending obligations relevant to customer conversations.
Experience in home lending, banking, financial services or a customer contact centre environment.
Familiarity with home loan products, customer lending journeys and common customer needs such as purchasing, refinancing, investing or upgrading.
Experience working with campaign leads, call-back requests or proactive outbound customer engagement.
Experience using live chat, messaging or digital customer support tools.
Maintain a professional, customer-focused approach in every interaction.
Be available and ready to support customers across inbound, outbound and digital channels as required.
Take ownership of customer enquiries and make the next step clear.
Use approved systems, tools and processes to support accurate and compliant customer conversations.
Complete mandatory learning, coaching and accreditation requirements on time.

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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can

Job Posting End Date

07/09/2026, 11.59pm, (Melbourne Australia)

Apply Now

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