Kaimahi Whare Pūtea
This job is sometimes referred to by alternative titles
Bank workers receive deposits and pay out money, keep records of transactions, issue receipts, and advise customers on bank services.
Bank workers with one to three years’ experience usually earn
$32K-$45K per year
Bank workers in management roles usually earn
$45K-$120K per year
Source: Hays, '2014 Hays Salary Guide', 2014.
Pay for bank workers varies depending on the type of work they do.
- Customer service consultants earn between $32,000 and $45,000 a year.
- Lending officers and personal bankers earn between $45,000 and $65,000.
- Bank supervisors and managers earn between $45,000 and $120,000.
Source: Hays, '2014 Hays Salary Guide', 2014.
(This information is a guide only. Find out more about the figures and diagrams in our job 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
- record all payments made to and from accounts and balance end-of-day banking records
- refer customers to appropriate financial services
- provide information on savings plans, loans, mortgages and investments
- assess and approve loan applications
- arrange 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.
- usually work regular business hours, but may need to work evenings and weekends or be on call
- generally work in bank branch offices, but may travel to see customers in their homes
- may travel nationally for training.
What's the job really like?
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)
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 frontline 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 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 cover 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: How much is in a bundle of fifties?
Mita: It's $5,000 in a bundle of fifties, and 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: 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.
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.
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!
Clinton: And so comes the moment of truth. After an intensive day's training has Lucian learnt enough to hold his own on the frontline?
Andy: OK, Lucian, take a seat.
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: 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 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: 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
There are no specific education requirements to become a bank worker. However, customer service experience is essential.
Bank workers usually attend an intensive training course run by their bank when they are first employed.
To become a bank manager you need to have experience as a bank worker or in a non-bank management role.
NCEA Level 1 maths and English is preferred.
Bank workers need to be:
- good at customer service
- able to work independently
- friendly, polite, approachable and helpful
- honest and reliable
- quick and methodical
- accurate, with an eye for detail.
Useful experience for bank workers includes:
- customer service
- retail and sales work
- work in a call centre
- experience in cash handling.
What are the chances of getting a job?
Turnover among bank workers is high because they often:
- progress to management or specialist roles
- move on to take up other higher-paid positions.
Customer service experience helps chances
Chances of finding work as a bank worker are better if you have:
- customer service experience
- cash-handling experience
- experience using technology.
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.
- Hays, '2014 Salary Guide', 2014, (www.hays.net.nz).
- Meadows, R, 'Follow the Money in 2014', 22 January 2014, (www.stuff.co.nz).
- Ministry of Business, Innovation and Employment, '2006-2014 Occupation Data', (prepared for Careers New Zealand), 2015.
- PWC, 'The Future Shape of Banking', July 2014, (www.pwc.co.nz).
- Robert Walters, 'Banking and Financial Services Salary and Job Expectations for 2015', accessed September 2015, (www.robertwalters.co.nz).
- Trade Me, 'Trade Me Salary Guide', accessed September 2015, (www.trademe.co.nz).
Progression and specialisations
Experienced bank workers may progress to roles such as:
- Bank Manager
- Bank managers are responsible for staffing, marketing products and services to customers, bringing in new customers, and resolving customer complaints.
- Personal Banker/Banking Adviser
- Personal bankers/banking advisers provide customers with support for all their banking and financial service needs, including complex lending and financial requirements.
Last updated 30 May 2017