Job Description
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
As the Customer Care Manager for Retail Lending, you will lead the Homeowner Customer Care team and escalation function specifically for home loans. You will oversee the resolution of lending queries and escalations during the origination process, ensuring customers receive clear, timely, and accurate communication as their loan progresses. You’ll collaborate closely with product, credit, operations, and frontline teams to improve the home loan origination experience while maintaining strong regulatory and policy compliance.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
Role Type: Permanent
Role Location: 833 Collins Street Docklands VIC 3000
Work Hours: 40 Hours
What will your day look like?
Managing and overseeing customer escalations related to retail home loan, from initial pre assessment application through assessment, approval, and customer settlement stages.
Coaching and supporting Customer Care Experts dealing with complex queries.
Reviewing escalation themes and customer pain points to identify systemic issues impacting the home loans pipeline.
Partnering with Credit, Settlements, Product, and Operations to streamline processes and reduce customer effort.
Monitoring service quality, communication standards, and regulatory compliance across all customer interactions.
Preparing insights and reports that highlight trends, risks, and opportunities for improvement across the home loan journey.
Leading team discussions, sharing insights with leadership, and fostering a customer‑first, solutions‑focused culture.
What will you bring?
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
As the Customer Care Manager for Retail Lending, you will lead the Homeowner Customer Care team and escalation function specifically for home loans. You will oversee the resolution of lending queries and escalations during the origination process, ensuring customers receive clear, timely, and accurate communication as their loan progresses. You’ll collaborate closely with product, credit, operations, and frontline teams to improve the home loan origination experience while maintaining strong regulatory and policy compliance.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
Role Type: Permanent
Role Location: 833 Collins Street Docklands VIC 3000
Work Hours: 40 Hours
What will your day look like?
Managing and overseeing customer escalations related to retail home loan, from initial pre assessment application through assessment, approval, and customer settlement stages.
Coaching and supporting Customer Care Experts dealing with complex queries.
Reviewing escalation themes and customer pain points to identify systemic issues impacting the home loans pipeline.
Partnering with Credit, Settlements, Product, and Operations to streamline processes and reduce customer effort.
Monitoring service quality, communication standards, and regulatory compliance across all customer interactions.
Preparing insights and reports that highlight trends, risks, and opportunities for improvement across the home loan journey.
Leading team discussions, sharing insights with leadership, and fostering a customer‑first, solutions‑focused culture.
What will you bring?
💡 Quick Summary
Seeking a career-building opportunity? The Customer Care Manager, Melbourne position is now open for candidates interested in the Customer Care sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
