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Bank Worker

Kaimahi Whare Pūtea

Alternative titles for this job

Bank workers receive deposits and pay out money, keep records of transactions, issue receipts, and advise customers on banking services and products.

Pay

Bank workers in customer service roles usually earn

$37K-$63K per year

Bank workers in management roles usually earn

$65K-$150K per year

Source: Trade Me Jobs and Robert Walters, 2018.

Job opportunities

Chances of getting a job as a bank worker are average due to falling staff numbers and moderate turnover of workers.

Pay

Pay for bank workers varies depending on experience and the type of work they do.

  • Bank workers in customer service roles usually earn between $37,000 to $63,000 a year.
  • Team leaders can earn between $53,000 and $71,000.
  • Lending officers and banking advisers usually earn between $57,000 and $85,000.
  • Bank supervisors and managers can earn from $65,000 to $150,000.

Sources: Trade Me, 'Trade Me Salary Guide', 2018; Robert Walters, 'Salary Survey 2018', 2018; and careers.govt.nz research, March 2018.

(This information is a guide only. Find out more about the sources of our pay information)

What you will do

Bank workers may do some or all of the following:

  • accept deposits and pay withdrawals
  • open and close accounts for customers
  • show customers how to do internet banking
  • assess and approve loan applications
  • refer customers to appropriate financial services
  • provide information on savings plans, loans, mortgages and investments
  • sell banking products such as loans, credit cards, mortgages and insurance.

Skills and knowledge

Bank workers need to have:

  • knowledge of the products and services offered by their bank
  • ability to use specialised banking computer software
  • cash-handling skills
  • mathematical ability.

Working conditions

Bank workers:

  • usually work regular business hours, but may need to work evenings and weekends or be on call
  • generally work in bank branch offices or contact centres, but may visit customers at home
  • may travel nationally for training.

What's the job really like?

Danny Blackman

Danny Blackman

Bank Store Manager

BNZ store manager Danny Blackman worked in private banks in the United Kingdom before moving to New Zealand. He got his start here as a casual worker in a bank. Since then he’s worked as a teller, a customer service representative and a banking adviser before becoming a bank store manager.

Making an impact on people's lives

"The thing that I really like about banking is that it’s one role where simply by sitting and talking to people you can make an impact on their life."

Helping people at every stage of life

"In any one day I can face a variety of people and situations, from new parents opening a child’s first bank account to dealing with an estate after a customer’s death, or getting a young couple into their first home."

Confidence a key attribute

“You have to be able to talk to people from all walks of life. Banks need good talkers and good listeners, both are equally important. Whether you’re on the front desk talking to our customers or in an office organising peoples' finances, confident is what you've got to be.”

Customer Services Officer

Lucian finds out what it's like to be a customer services officer at a bank – 7.52 mins. (Video courtesy of Dave Mason Productions)

Lucian: Hi, I’m Lucian Plowman, and I’m from Westlake Boys' High School and I have an extreme interest in banking. Today I’m going to find out what it takes to become a customer services officer at ANZ.

Clinton: They say money is what makes the world go round and if that’s true, then it’s the banks that keep it turning. Customer service officers, known as CSOs, are the front line workers, the priceless link between the bank and their clients who ensure this necessity of life flows as smoothly as possible. And guiding Lucian on his path to becoming a CSO is the manager of one of ANZ's busiest Auckland branches.

Lucian: Hi mate, I’m Lucian.

Andy: Gidday, Andy. I’m the branch manager here.

Lucian: So Andy, what does it take to be a customer services officer?

Andy: Yeah - a customer services officer is a really great job. It’s about talking to people every day and doing the right thing for customers.

Lucian: Oh OK, can anybody just walk in off the street and do it? What’s the deal there?

Andy: Although, Lucian, it is an entry-level job, it’s probably the most important job in the bank, so there is a really extensive training programme that you’ll get to go through.

Andy: The goal of the customer services officer is to give great service. It’s to be able to interact with our customers and to be really quick and efficient.

Clinton: As CSOs are the face of ANZ, it's important they’re well presented.

Lucian: That doesn’t look right!

Clinton: Though, thankfully, tying a tie isn’t an essential prerequisite.

Andy: It’s to also uncover needs the customer might have and be able to really get into the customer’s world, I can say, and then go from there with the customer.

Andy: When I interview I look for two things – I look for the ability to learn and I look for customer focus.

Andy: Hi Mita.

Mita: Hi Andy.

Andy: Mita, this is Lucian.

Lucian: Hi Mita, nice to meet you.

Andy: Mita is the assistant manager here at the branch. She’s going to be doing your training here today.

Lucian: Cool. Sounds good.

Clinton: To assess Lucian’s ability to learn Mita will be taking him through the basics he’ll need to master before hitting the tills.

Mita: So I’ll show you how to count cash.

Andy: It’s about, really, the personality. Are they going to be a customer focus kind of person? And are they going to be able to learn the skills of the role? Are they going to take it on board and go with the way we want to work here at ANZ?

Lucian: How do you do this again?

Mita: OK, I’ll show you. It’s quite easy – you just have to ...

Mita: ...with the notes ...

Mita: ...see how the fingers move so it’s easier to count?

Lucian: Yep.

Mita: OK?

Lucian: How much is in a bundle of fifties?

Mita: It's $5,000 in a bundle of fifties, and in the twenties it’s like $2,000, and tens – $1,000. What I’ll need you to do is verify and check it’s got the correct amount of cash in each bundle.

Lucian: OK.

Mita: OK?

Lucian: You’re going to leave all this money with me?

Mita: Yes, of course.

Andy: Obviously it’s vital to be trustworthy, and we look for that when we interview. Obviously we do police checks and credit checks to make sure these people going into the role are trustworthy kind of people. But it’s important – you’re dealing with people's finances and our customers need to know that we don’t discuss their finances with anyone else outside the walls of the bank.

Mita: How’s it all going?

Lucian: I’m getting there.

Mita: It’s taken you half an hour to count these bundles.

Lucian: Yeah, it’s definitely harder than it looks.

Mita: Yeah, it is. So what we’ll do is we’ll get the machine to help you out, to count the notes.

Lucian: Awesome. Sounds good.

Mita: And it will make your life much easier.

Lucian: Sweet as!

Lucian: That’s much easier than doing it myself.

Mita: Yes, it’s definitely much easier.

Andy: Absolutely you need to be accurate, but it’s really about personality more than anything else. It’s about interacting with people, having a good conversation, understanding where people want to be, understanding what they want and being able to help them with that.

Clinton: But before you interact with the customers you’ll need to be familiar with the bank's systems. Training on the job can take up to five weeks and with the help of online training modules and staff mentoring, CSOs are able to perfect their skills even before they serve their first customer.

Moiz: What we actually do is we take them and sit them down in the office, and then we talk to them about their goals or what their problem would be at the moment, you know. For problems, we see it as opportunities where we can actually clarify things for our customers as well.

Lucian: OK.

Clinton: But when it comes to actual product knowledge and customer interaction, there’s nothing quite like the hands-on approach.

Moiz: Lucian, it looks like you’ve been studying! Let’s put you to the test, OK, and see what you’ve learnt so far.

Lucian: Alright.

Moiz: OK, so I’m actually your customer, and I want to open up a savings account.

Lucian: OK, sure, that’s fine, sir. We have many savings accounts at the moment, but just to make it a little bit easier for me, I’d just like to know why you’d like to open a savings account?

Moiz: Pretty much because I’m looking at travelling in the next two months.

Lucian: Alright, alright, sounds good. At the moment we actually have the ANZ Online Call Account, which means you can transfer your money when you’re overseas to your cheque account and you won’t have to pay any fees or anything.

Andy: So it’s about understanding what the customer’s issue is, understanding where the customer is coming from and being accurate in terms of the decision making and making a really good decision and being customer focused.

Moiz: Well done! It looks like you’ve been studying really hard!

Andy: So Lucian, what did you learn today?

Lucian: Oh yeah, heaps of interesting information. The training was pretty full on but it was real good. But I was just wondering for someone who was aspiring to join the bank when they come out of school, what would they need to do?

Andy: I guess my advice for someone joining the bank would be to understand they want banking as a career, talking to their careers advisor at school, and just making sure they’re doing the right thing getting into banking.

Lucian: Oh, OK, awesome.

Andy: OK, the last thing we’re going to do today is actually test you on some of the skills that you’ve done today. Are you ready for that?

Lucian: Yeah, sweet, sounds good!

Andy: Excellent!

Clinton: And so comes the moment of truth. After an intensive day's training has Lucian learnt enough to hold his own on the front line?

Andy: OK, Lucian, take a seat.

Lucian: Sweet.

Andy: Time for the big test.

Lucian: Let’s do it!

Andy: Best of luck.

Andy: Hi, how are you doing today?

Customer: Hello, can I please deposit some money into this account?

Lucian: Sure!

Lucian: Swipe it through?

Andy: That’s right.

Andy: Well done. Sometimes you get customers who are upset – something hasn’t gone quite right with their banking so they need to understand the situation and fix it, and it can be a very, very busy role. There is pressure – sometimes customers will be quite demanding, come one after the other, after the other. So actually giving professional service each time can be quite tough.

Lucian: Hi mate.

Customer: I’d like to pay my credit card bill please.

Lucian: Sure.

Lucian: What kind of card have you got sir?

Andy: Customers can be demanding sometimes, so it is about being out there. You need to be confident in the way that you interact with people; you need to be polite.

Lucian: See you later.

Customer: Cheers, have a nice day.

Lucian: You too.

Andy: So Lucian, how do you think you went today?

Lucian: You know I think I did pretty well. Everything was really interesting and I’ve taken it all on board. So do you reckon now after all of this I could call myself a certified customer services officer?

Andy: Well Lucian, I’m not sure you could do that straight away, but after a few weeks of training, you’d certainly get there!

Clinton: To work as a customer services officer with ANZ New Zealand you must have strong English communication skills and a second language is an advantage.

You should pride yourself on attention to detail. Previous customer service experience is essential and previous sales experience is an advantage. There are excellent future career prospects locally and overseas with the bank. To apply go to: www.anz.co.nz/careers

Entry requirements

There are no specific education requirements to become a bank worker. However, sales or customer service experience is essential.

New bank workers usually get intensive training from their bank when they start.

To become a bank manager you need to have experience as a bank worker or in a non-bank management role.

Industry training organisation The Skills Organisation oversees the New Zealand Certificate in Financial Services (Level 5), which may be useful.

Secondary education

No specific secondary education is required for this job, but English, maths, accounting and business studies to at least NCEA Level 2 are useful.

Personal requirements

Bank workers need to be:

  • good at sales and customer service
  • able to work independently
  • friendly, polite, approachable and helpful
  • honest and reliable
  • quick and methodical
  • accurate, with an eye for detail.

It really is just about listening to the customer. You have to treat everybody with the same amount of respect.

Photo: Danny Blackman

Danny Blackman

Bank Store Manager

Useful experience

Useful experience for bank workers includes:

  • customer service
  • retail and sales work
  • work in a call centre
  • cash handling.
Check out related courses

What are the chances of getting a job?

Your chances of securing a job as a bank worker are best if you have experience in:

  • sales or customer service
  • handling cash
  • digital technology.

Digital technology has changed banking industry

The rapid growth in people doing their banking online or with smartphone apps has resulted in more than 200 bank branches closing since 2012.

According to KPMG, the banking industry employs more than 25,000 people in New Zealand. The number of workers fell by nearly 1,000 between 2011 and 2017.

Moderate turnover of bank staff

Turnover of bank workers is moderately high as they may:

  • progress to management or specialist roles
  • move on to other higher-paid jobs.

Growing number of bank workers located in contact centres

An increasing number of workers employed by banks are now based in contact centres due to more customers using online, mobile or phone banking services.

Most bank workers based at registered banks

Most bank workers are employed by registered commercial banks. A small number of bank workers are employed by:

  • credit unions
  • building societies
  • mortgage-lending companies
  • finance companies
  • foreign exchange retailers.

Sources

  • KPMG, 'Financial Institutions Performance Survey: Review of 2017', 9 February 2018.
  • Ministry of Business, Innovation and Employment, '2006-2014 Occupation Data', (prepared for careers.govt.nz), 2015.
  • Parker, T, 'Technology Spells End of Branch Banking', 6 October 2016, (www.nzherald.co.nz).
  • PWC, 'The Future of Banking Through a Kiwi Lens', 2017, (www.pwc.co.nz).
  • Robert Walters, 'Salary Survey 2018', accessed March 2018, (www.robert.walters.co.nz).
  • Trade Me, 'Trade Me Salary Guide', accessed March 2018, (www.trademe.co.nz).

(This information is a guide only. Find out more about the sources of our job opportunities information)

Progression and specialisations

Bank workers may progress into bank management or financial adviser roles.

Bank workers may specialise in:

  • small business, rural or industry banking
  • insurance sales and claims.

Bank workers can specialise in a number of roles, including:

Banking Adviser/Personal Banker/Lending Officer
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Bank workers advise customers on bank services

Last updated 15 July 2019