Customer Service Lead

About the role

As a Customer Success Associate you will ensure customers derive maximum value from ANZ’s products and services through seamless onboarding, proactive engagement, and ongoing relationship management. The role sits at the intersection of customer experience, client servicing, and regulatory compliance, supporting retention, product adoption and business growth while adhering to AML and CTF requirements.

Key responsibilities

• Deliver a seamless onboarding experience for new and existing customers, ensuring KYC requirements are completed accurately and efficiently.
• Support customers in adopting and maximising the value of ANZ’s products through education, training and ongoing engagement.
• Build and maintain trusted customer relationships, acting as the primary contact for onboarding activities and service escalations.
• Partner with Customer Success Managers and Directors to monitor success metrics, service performance and customer outcomes.
• Assist in the development and execution of retention, cross‑sell and upsell initiatives.
• Proactively identify and resolve customer issues, collaborating with internal stakeholders to deliver effective solutions.
• Promote self‑service and digital solutions to improve efficiency and satisfaction.

Required profile

• Strong experience in banking or financial services, particularly in client onboarding, KYC, and relationship management.
• Good knowledge of banking products such as cash management, trade finance, lending and related documentation.
• Sound understanding of AML, KYC, regulatory obligations and risk management within a financial institution.
• Proven ability to build trusted client relationships and deliver exceptional experiences across the customer lifecycle.
• Excellent verbal and written communication skills with confidence to engage senior stakeholders.
• Strong problem‑solving and issue‑resolution capabilities, including managing escalations to successful outcomes.
• Customer‑centric mindset with a passion for helping clients maximise value from banking products and digital solutions.