Ann

My role is to provide quality customer service over the phone to customers, looking for opportunities to cross sell appropriate products and services. Also, to process customer transaction and service requests received over the phone, by applying standard procedures.

My typical day involves talking to customers about how we can help them with our products and also resolve any transactional queries they have. I also provide some amount of coaching and sharing of best practices with new team members.

If there's a Competition or Campaign running, you will probably find me decorating my work area and getting my team involved.

In my role I get to talk to so many people during the day from many diverse backgrounds. I get to have some really interesting conversations and not just learn about financial products, but also about customer behaviour and about different cultures. Every time I assist someone, I know that I have made a difference. Often their only impression of the BNZ is as good as their last conversation with someone on the phone!

I have been in the Contact Centre since I started 6 years ago. There are plenty of opportunities to develop my career. I still enjoy the nature of my work just as much as I did in my first year, especially being a mentor to new recruits and other team members.

My managers are very supportive and there is plenty of coaching and training that is offered while you are on the job. And you're never short of opportunities to grow and develop your career.