Contact Centre Representative

About the Role

Join Kiwibank’s dedicated frontline Contact Centre team based in Auckland, supporting customers both by phone and digitally. This position operates on a Tuesday to Saturday schedule, totaling 40 hours per week, with shifts from 9:00am to 5:30pm Tuesday to Friday and 8:00am to 4:30pm on Saturday. You will work at the Te Kupenga, Fanshawe Street location with a minimum presence of two days per week in the office.

This role is pivotal in delivering exceptional banking experiences to thousands of Kiwis daily, assisting with a range of enquiries including setting up new accounts, credit card applications, and providing support during challenging situations such as fraud or financial hardship.

Key Responsibilities

• Engage with approximately 50 to 60 customers daily via phone and digital channels.
• Provide comprehensive support to customers ensuring timely and professional handling of enquiries.
• Guide customers through complex issues, offering empathetic solutions that help secure their financial wellbeing.

Candidate Profile & Requirements

• Demonstrable experience in delivering customer service within high-volume and demanding environments.
• Proficiency in managing customer interactions through both telephone and digital formats.
• Ability to rapidly learn new systems and information.
• Confidence in asking insightful questions to fully understand customer needs and recommend valuable solutions.
• Possession of fibre internet and access to a private, confidential workspace for remote work days.
• Clean criminal record and satisfactory credit history are mandatory.

Additional Details

• Annual salary offered: NZD 64,000.
• Enjoy attractive employee benefits including 4 wellbeing days per year.
• This position emphasizes Kiwibank's commitment to an inclusive, vibrant, and supportive workplace culture marked by their core values (Ngā Kauwaka).
• Applications close on Friday 14 August 2026. Early submissions encouraged as reviews occur throughout the recruitment period, and the vacancy may be filled before the closing date.