Over 450 staff members have completed our new online hardship awareness training module since its recent launch.
The module helps staff identify customers at an early stage of financial hardship and raise customer awareness of ANZ's dedicated hardship assistance team, Customer Connect.
It uses content designed in collaboration with financial counsellors and includes practical examples of the signs customers facing hardship may exhibit, how best to approach conversations with these customers, and where to refer them for further information. The awareness training is now compulsory for all new “customer facing” staff.
“The course was very informative and relevant to what is happening in today's economic climate. It was a coincidence that during the course, I had an appointment with a customer experiencing financial hardship. It was great to be able to help them.” Peter Lampard, Senior Personal Banker.