Customer Engagement Specialist

At ANZ our purpose is to shape a world where people and communities thrive. We're making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things- whether they're buying a home, building a business or saving for things big or small.

The purpose of this role is to connect with a high volume of new and existing ANZ customers to identify lending opportunities and provide working capital solutions to help start, run and grow their business.

This role is accountable for:

• Actively pursuing existing small business customer leads

• Providing high quality customer service and solutioning to a wide portfolio of small business customers

• Applying a broad understanding of product application

• Building and maintaining a strong internal network

• Meeting and exceeding performance targets

• Outbound leads-based calling to existing and new small business customers

• Referrals to specialist teams

In this role, you'll engage with a high volume of existing and prospective ANZ small business customers, helping them identify lending opportunities and access working capital solutions that support their business growth.

On a typical day, you will:

• Proactively connect with small business customers through outbound lead-based calling to identify lending and business banking opportunities.

• Build strong customer relationships by understanding business goals, challenges, and funding requirements.

• Provide tailored solutions by recommending relevant products and services that meet customer needs and deliver commercial value.

• Assess customer requirements, analyse available options, and guide customers through the lending application process.

• Manage and prioritise a portfolio of customer leads, ensuring timely follow-up and effective pipeline management.

• Collaborate with specialist teams and internal stakeholders to deliver seamless customer outcomes and facilitate referrals where appropriate.

• Use business analysis and problem-solving skills to translate customer needs into practical financial solutions.

• Maintain a strong understanding of products, policies, and market trends to deliver informed and compliant recommendations.

• Track performance against key business metrics and consistently strive to achieve and exceed sales, customer engagement, and referral targets.

• Deliver exceptional customer service while supporting small businesses to start, run, and grow successfully across ANZ.

This is an opportunity to combine relationship building, business development, and customer solutioning skills to create meaningful outcomes for small business customers while contributing to business growth.

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

• Business Development: The activity of partnering with individuals and/or organisations to pursue strategic initiatives, relationships and/or opportunities to drive commercial value.

• Customer Solutioning: Supporting customers by understanding their needs and informing them about relevant products or services, and/or providing considered options, that meet those needs.

• Business Analysis: Translating business requirements into solutions by understanding needs, feasibility and impact.

• Planning and Prioritisation: Planning and prioritising what needs to be done (including people, process and technology implications) in order to deliver upon customer/user needs and strategic priorities. This includes identifying, planning for, tracking and resolving dependencies.

• Ability to investigate customer needs and pain points and make tailored recommendations.

• Passion for helping business owners thrive.

• Delivery Management: The practice of initiating, planning, executing, controlling, and embedding an initiative, product, program, campaign, process, procedure, or change to achieve a set of objectives or outcomes (for customers, employees, the organisation and/or the market). This includes identifying, tracking, resolving and managing dependencies.

• Relationship Management: Building, maintaining and influencing relationships to achieve mutually beneficial outcomes.

You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.