ANZ Customer Advocate helps to resolve pain points for customers

ANZ Customer Advocate Ana Nagatalevu who has been helping to resolve pain points and driving better outcomes for ANZ customers since 1979 says her role as ANZ Fiji’s Customer Advocate from 2019 aims to resolve disputes quickly and objectively for customers.

Nagatalevu says they have had several complaints from customers whose cards were getting captured in ATMs after they had entered the wrong PIN or were too late in pulling their cards out and have set up a new process for customers to get temporary replacement cards from any ANZ branch.

She says it’s a simple solution that has stopped the complaints.

The Customer Advocate says the matters that land on her desk have typically been through the bank’s internal complaints process and have not reached a satisfactory resolution.

Nagatalevu further says she is passionate about advocating for customers which means investigating what the root causes of complaints are, then making recommendations on how ANZ these issues can be fixed

Meanwhile, ANZ Fiji Country Head Rabih Yazbek says Nagatalevu is an enormous asset to their business and having an independent Customer Advocate helps ANZ to differentiate themselves in the way they address customer complaints, with speed and objectivity.