Extra Care Specialist

About the role

Westpac New Zealand is looking for an Extra Care Specialist to support customers who are facing vulnerability and need tailored, empathetic assistance. The role focuses on protecting customers’ financial wellbeing and helping them feel secure through thoughtful, sensitive service.

In this position, you will help address complex customer situations, improve the bank’s systems and processes, contribute to staff capability building, and support the ongoing development of the Extra Care programme. You will use research-led insights and sector knowledge to strengthen how the organisation serves people in vulnerable circumstances.

Customer vulnerability may arise from a range of personal or financial situations that increase the risk of harm, loss, or disadvantage. This role is central to making meaningful improvements for customers by combining empathy, expertise, and practical problem-solving.

What you will do

• Handle difficult customer matters with care, patience, and a solution-focused approach.
• Support vulnerable customers with personalised guidance and practical resolution of issues.
• Help improve internal systems, processes, training, and product design to better serve customers in need.
• Contribute to the growth and refinement of the Extra Care programme.
• Use research and industry understanding to inform better customer outcomes.
• Strengthen staff capability through knowledge sharing and process improvement.

What you will bring

• Strong communication and interpersonal skills with the ability to engage sensitively and effectively.
• A background in financial services of at least 3 years.
• Experience creating and rolling out effective strategies.
• Proven ability to lead or support complex change in fast-moving, agile environments.
• Confidence influencing and working with stakeholders at all levels.
• Specialist capability in process design and implementation.

Working at Westpac

• 4 weeks of standard annual leave plus 5 extra wellbeing days.
• Option to purchase additional leave of up to 4 weeks per year.
• Banking benefits, insurance discounts, and a superannuation scheme.
• Career development opportunities, including internal growth programmes and recognition for strong performance.
• Enhanced parental leave, including top-up of government paid parental leave.
• School holiday subsidy to help balance work and family commitments.
• Environmental and community care programmes.

About the organisation

Westpac says it is committed to helping build a fairer and stronger New Zealand for its people, customers, and communities. With more than 160 years of history, the organisation is guided by the purpose of creating better futures together.

The company describes itself as a workplace that values individuality, supports development, and encourages people to bring their whole selves to work. It aims to foster talent, fuel passions, and help ambitions grow.

Application information

Applicants are asked to submit a CV and cover letter. Westpac New Zealand encourages people from all backgrounds to apply, including candidates who are neurodiverse or who live with chronic health conditions or disabilities. The organisation notes that attitude and passion are considered as important as experience, qualifications, and capabilities.

Applications close on 6 July 2026.