Customer Protection Officer

Ko Mātou – About Us Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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. Mō te tūranga - About the role Customer Protection Officers work at the heart of banking operations, supporting customers, by delivering timely, accurate outcomes in relation to fraud and scam events — right first time, every time. This is a Customer Protection Officer role sitting within the Customer Protection Investigations space. 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, Full-time Role Location: Wellington Work Hours: Monday to Friday, 8:30 AM and 5:00 PM (37.5 working hours per week) Ka aha tō rā e kite ai? - What will your day look like? As the Customer Protection Officer within the Investigations space, you will be accountable for: Providing information and support to our internal, external and third-party customers to achieve great outcomes, whilst adhering to, and striving to exceed agreed service level agreements and ensuring a high level of accuracy Proactively educating and empowering customers to recognise fraud activity, delivering clear, confident guidance and timely interventions to protect customers from financial harm. Getting into the detail with a focus on high-quality outputs. You’ll multi-task, interact directly with customers and internal stakeholders to investigate and problem solve. Applying your sound judgement and empathy to provide timely outcomes to our customers who have been impacted by fraud events. You’ll also: Maintain strong personal work practices that minimise financial, operational, and reputational risk. Actively contribute to a collaborative, inclusive team environment, supporting shared outcomes and continuous improvement. Ōu Pūkenga? - What will you bring? To grow and be successful in this role, you’ll ideally bring the following: Frontline Customer experience Branch of NZCC – experience and understanding of banking systems, process and policy Home Lending or Business Banking experience advantageous Strong time management, communication, and customer focus High level of accuracy in current role - investigation and problem-solving skills Ability to multi-task in a fast-paced environment whilst maintaining a high level of quality Sound judgement and resilience The ability to build relationships You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you. He aha te take e uru ai koe ki a mātou? - So, why join us? From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive. But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career. We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more. At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce. Kua wātea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with an access requirement or disability, let us know how we can provide you with additional support. To find out more about working at ANZ visit .You can apply for this role by visiting ANZ Careers and searching for reference number 123577. Job Posting End Date 27/10/2026, 11.59pm, (NZ)