Customer Experience Representative

About the Role

Kiwibank's dedicated frontline Contact Centre team assists thousands of New Zealanders daily by offering expert advice and innovative banking solutions to support their financial wellbeing. Operating seven days a week, the team ensures customer needs are met whenever required.

Key Responsibilities

• Engage with approximately 50 to 60 customers daily via phone and Securemail, providing tailored banking advice and solutions.
• Welcome new customers by assisting with account setup and confidently guiding them through credit card applications and investment options.
• Support customers facing fraud and financial hardship scenarios with empathy and assurance.
• Enhance the Kiwibank customer experience by referring clients to appropriate product partners as needed.
• Educate and assist customers to manage their everyday banking requirements and promote self-service options.

Work Schedule

• Option 1: Monday to Friday from 11:30am to 8:00pm.
• Option 2: Sunday 8:00am to 4:30pm and Monday to Thursday 9:00am to 5:30pm.

Candidate Profile

• Proven experience delivering customer service in high-volume and demanding environments.
• Comfortable providing support both over the phone and via digital communication channels.
• Ability to quickly assimilate new information and systems.
• Proactive in asking insightful questions to fully understand customer situations and recommend meaningful solutions.

Essential Requirements

• Reliable fibre internet connection.
• Access to a private, confidential workspace suitable for working remotely.
• Clean criminal record and satisfactory credit history.
• Commitment to the assigned work rosters.

Additional Information

• Competitive salary of NZD 64,000 annually, accompanied by generous benefits.
• Exclusive staff banking rates, including discounts on home loan interest rates.
• Position based in Lower Hutt with hybrid working arrangements.
• Kiwibank values inclusive, vibrant workplace culture and is looking for candidates who align with their purpose and values (Ngā Kauwaka).
• Applications close on Friday, 7 August; recruitment is ongoing and the advertisement may be withdrawn at any time.