Coach

• Be a champion for customers to develop their money management skills
• Do work that matters by solving problems that enable financial wellbeing
• Be a founding member of the Coaching team to help establish, grow and scale our Coaching practice

About the role

Role Location: Remote working

At ANZ, our purpose is to shape a world where people and communities thrive and to achieve this, we need a talented Coach help people and small business owners to resolve issues and improve their financial wellbeing.

As a Coach, you will support customers through personalised and meaningful conversations to better support their financial wellbeing. This will be delivered via multiple channels including chat, video, phone and in person.  You will provide help and coaching one on one, specialist seminars, timely tips and access to useful tools, with the objective of inspiring customers to develop and follow their own financial plan and meet their savings goals.

This is a new service offering, and as a founding team member, your feedback to the development team will be critical as a large scale roll-out plan is developed.  This role will initially be delivered by remote working.

If you embrace new trends, adapt to emerging opportunities and enjoy delivering exceptional experiences, you could be the perfect fit!

What a typical day might look like

• Be the first port of call for customers, responding to feedback and working to solve the problems on the spot, quickly and efficiently
• Resolve a broad range of simple and complex customer enquiries across transaction-related or technical app based queries
• Educate and upskill customers to learn how to use the app to become digitally and financially savvy
• Proactively check in, provide insights and create awareness for customers on how they are tracking with their financial health
• Develop content and facilitate educational workshops (in person and virtually) with both large and small groups
• Work across multiple channels in a variety of locations (including in store, virtually responding to queries or hosting a video call from home)
• Provide input to the development team as they mobilise and scale the Coach offering
• To set you up for success in this role, we will provide you with interactive, on-going online/on the job training. Your training will blend both group and individual activities allowing you to learn with your new team and develop your skills. 

What will likely be in your toolkit?

• The desire and ability to be a champion for customers as they set and work towards their financial goals
• Banking experience is not essential – we are open to non-banking backgrounds where transferrable skills in training/coaching and encouraging customers to realise their potential can be applied.
• A growth mindset and ability to tackle complex problems using critical thinking. You aim to better understand the customer and define problems to develop solutions through their eyes
• Hands on experience in coaching customers (one on one, seminar/group training experience) to uncover needs and to create change. A relevant coaching certification desirable but not essential
• High degree of comfort, fluency and literacy with technology to help influence our customers to move to and fully adopt our digital solutions
• Strong business development mindset and experience in using insights to originate business and actively managing these opportunities
• Customer-first outlook with strong relationship management skills to engage customers in ‘moments that matter’ for financial wellbeing
• Well-developed written and verbal communications skills
• FSR Tier 2 qualification is desirable but will be provided where necessary.

You’re not expected to have 100% of these skills but at ANZ, a growth mindset is at the heart of our culture and we actively encourage people to try new things. So if this role interests you and you feel you have most of these things in your toolbox, we’d love to hear from you.

About ANZ

We’re reinventing the way we do banking, and our community of collaborative, innovative thinkers are helping us get there. We’re responding faster to changing customer requirements, focusing on the things that matter and helping people achieve incredible things – be it buying their home, building a business or saving for things big or small.

We support our people by providing a range of flexible working options so they can work in the way that best suits them. We encourage you to talk to us about your need for flexibility and any adjustments you may require to our recruitment process or the role itself.

We’ll also offer you the opportunity to develop your career, working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated and create a great place to grow, thrive and belong.

Interested in joining us? Click Apply now, or visit www.anz.com/careers to find out more or view other opportunities.

Reference number AUS117887.