The Home Owner Retention Coach supports ANZ customers experiencing financial difficulty and helps them remain in their homes where possible. The role typically involves handling sensitive conversations, understanding customers’ circumstances, assessing suitable support options, explaining repayment or hardship solutions, and documenting outcomes accurately. Candidates are expected to have strong communication, listening and negotiation skills, sound judgement, emotional resilience and a genuine interest in helping people. Experience in banking, lending, hardship support, collections, customer service or financial counselling is useful. The role also requires confidence working with policies, privacy obligations, compliance requirements and performance targets while delivering a respectful and compassionate customer experience.
ANZ Group Holdings Limited is one of Australia and New Zealand’s major banking groups, providing retail, business, institutional and wealth services. Founded in 1835, ANZ supports millions of customers through branches, contact centres and digital banking platforms. Its services include everyday banking, home loans, credit cards, business finance, investment products and international banking. The bank employs people across Australia, New Zealand and selected global markets, with its Australian headquarters in Melbourne. ANZ places emphasis on responsible banking, customer support, financial wellbeing, risk management and digital innovation. Its customer-focused roles often involve helping people manage money, purchase homes, navigate financial hardship or grow their businesses. Benefits and employment conditions vary by role, location and employment agreement.
Australia offers opportunities in banking, financial services, technology, healthcare, construction, education, logistics, hospitality and skilled trades. Major employment centres include Melbourne, Sydney, Brisbane, Perth and Adelaide; Melbourne is particularly strong in banking and corporate services. Australian workplaces are generally professional, collaborative and relatively informal, with emphasis on clear communication, inclusion, safety and work-life balance. Lifestyle options range from busy city living to beaches, regional towns and extensive national parks. Skilled migrants usually need an appropriate work visa, such as an employer-sponsored, skilled or working holiday visa, depending on eligibility. Applicants should check current requirements with the Department of Home Affairs. Relocating involves arranging accommodation, tax and banking details, health insurance where needed, and understanding rental costs. Australia is geographically large, so transport and living expenses vary considerably between cities and regions.
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