Who has time for life admin these days?
Between work, family commitments and weekends spent on the sidelines of kids' sport, finding time to visit a branch isn't always easy.
That's why ANZ is continuing to invest in its branch network, extending Saturday trading, refurbishing branches and creating more opportunities for customers to connect with bankers when it suits them.
From a Melbourne bus driver who finally found time to get help with his banking, to Queensland customers making the most of Saturday openings, and a refurbished branch giving Hobart locals a more welcoming banking experience, these stories show how ANZ is making banking easier to fit into everyday life.
A stop worth making
Just before closing time on a Saturday, a bus driver walked into ANZ's The Glen branch in Melbourne’s south-east with a problem.
His bank card had stopped working and, because of his work schedule, he rarely had the opportunity to visit a branch during the week. He was worried about how he would access his money and pay for essentials.
Senior Banking Consultant Mansi Shah discovered an identification issue was preventing the customer from accessing his account. Rather than asking him to return another day, the team stayed back to help.
The experience left a lasting impression on the customer. He later returned to the branch to continue the conversation and, impressed by the service he received, his whole family now banks with ANZ.
"Being able to solve the issue he came in with and then help him with some of his broader banking needs was really rewarding,” says Mansi.
Watch: How a Saturday branch visit helped one customer get back on track and plan for the future.
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More time for customers in Queensland
When a young couple walked into ANZ Chermside in Brisbane’s northern suburbs, on a Saturday, they were simply looking for help with a general enquiry.
As Senior Banking Consultant Gloria Napier spoke with them, the conversation uncovered something more. The pair were actively looking to buy a home but had found the process overwhelming and didn't know where to start.
With a lender available in branch that day, the customers were able to talk through their options and begin the home loan pre-approval process on the spot.
"Because we had the time to go deeper with the customers, we were able connect them with the right specialist straight away," Gloria says.
The story highlights the value of ANZ's expanded Saturday trading hours, which give customers more opportunities to access face-to-face support when it suits them.
ANZ Chermside Branch Manager Zane Melton says the additional opening hours are part of a broader investment in branches across the state.
"We've had a lot of investment back into branches across Queensland. Customers can see that we're providing more services in more locations, and that's making a real difference," he says.
The extended hours sit alongside branch upgrades and service enhancements designed to support growing communities across the state, helping make banking more accessible for customers with busy schedules.
Watch: How Saturday openings are helping Queensland customers connect with bankers on their schedule.
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A fresh start in Hobart
When ANZ unveiled its refurbished Hobart branch earlier this year, customers noticed immediately.
For Branch Manager Suzanne Demir, the response has been overwhelmingly positive, with customers regularly sharing their appreciation for the investment ANZ has made in the city.
"Not a day goes by where we don't get positive feedback," she says.
The redesigned branch features open spaces, improved technology and thoughtfully designed meeting areas that create a more welcoming and comfortable environment for customers. Plants and softer furnishings help create a sense of calm, while maintaining the privacy customers expect when discussing their finances.
During a visit to Hobart earlier this year, ANZ Group Chief Executive Officer Nuno Matos toured the branch and met with the local team, reinforcing the importance of regional communities and the role branches continue to play in helping customers.
For Suzanne, the message customers are taking away is simple.
"We're open for business. We're here to help."
Watch: How ANZ's revitalised Hobart branch is creating a more welcoming banking experience.
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Alicia Muling is a Senior Journalist at ANZ