Retention Specialist

Requisition Title - Retention Specialist

Job Number: - AUS118567

  • Effective utilisation of retention tools, product support, to tailor the conversation and restructure cover if applicable
  • Develop effective relationships with key internal contacts and colleagues
  • Continually looking for the win-win such that the customer stays covered and engaged with ANZ, while ANZ retention rates improve
About The Role Role Location: 242 Pitt Street, Sydney NSW 2000 Role Type: Full-Time, Fixed Term Opportunity (12 months) Shift Schedule: 40 hours per week
Your role is to retain and increase loyalty of ANZ customers. Your role is to deliver on customer promises by adopting a positive relationship-based, customer centric approach that demonstrates passion for resolving customer enquiries, complaints and concerns through the use of both reactive and proactive retention methods. Furthermore, you role is to identify root cause of customer cancellation requests and/or complaints, and delivers solutions in line with general advice that are relevant to the customer’s needs.
This includes educating customers about ANZ bank and policy features and benefits, providing a full range of insurance expertise and general advice to help customers meet their insurance goals; act as a Loyalty and Retention Specialist and role model; provide proactive support to Team Leader and Coach in delivering Loyalty and Retention Strategy in addition to day to day operations.
About You To grow and be successful in this role, you will ideally bring the following:
  • Sales Skills – Previous tele-sales experience
  • Communication Skills - Excellent written and verbal communication skills
  • Negotiation and Influencing skills – The ability to build rapport, utilise negotiation and influencing skills in customer interactions in order to retain at risk customers.
  • Product Knowledge – Financial services or general insurance experience within a call centre environment (preferred)
  • Retention Experience – Previous customer retention experience (desired)
  • Resilience – Proven experience in past pasted working environments, preferrably in sales, complaints or resolution teams (essential)
  • Must be amenable to work night shifts (8 PM AEST fixed finish time)
About ANZ At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.
ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.
We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.
Note: After your initial application you may be asked to complete an online assessment, this invite will be sent to you via email from our assessment partner SHL. Please action this request as early as possible, this will enable us to manage your application and provide you with an update in a timely manner.
To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and search for reference number (AUS118567).