Customer Care Specialist

• Full Time
• Application Closes 17 Jan 2025
• Auckland - Auckland
• Customer Service Representative

Based in Auckland or New Plymouth

Permanent, Full time

At TSB, you’ll be part of a profit for purpose organisation, that empowers and enables you to be your best and make a positive difference for the people you work with, and the communities you are part of. 

About the Role

The Customer Care Specialist position is our first point of contact, responsible in delivering key messages and having meaningful quality conversations that educates and engages with our customers.  The role provides pro-active support to customers who are experiencing financial stress through managing and minimising loan arrears and other forms of credit control activity.

Who are you?

Key to this role, is the ability to identify options that assist our customers in managing their financial commitments and develop an appropriate and effective management strategy. 

You will have a vast understanding of relevant legislation and experience in the financial industry, that will ensure your success in the role.   

Your positive can-do influence, high levels of empathy and emotional quotient, allows you to understand, use and manage your own emotions in positive ways to communicate effectively with others, and ensure you know how to overcome challenges to defuse conflict and provide specialist care. 

In this role, you can expect to:

• Work with external professionals to achieve a balanced outcome for customers and the Bank.
• Apply a customer centric ‘solutions’ focus that seeks to provide timely intervention, appropriate strategies, and effective actions.  
• Build relationships with customers by delivering meaningful quality conversations an exercising strong communication and negotiating skills.

We are looking for candidates who have:

• New Zealand Certificate in Financial Services Level 5 or equivalent.
• Previous experience in a credit control role preferably with vulnerable customers.
• Lending experience is beneficial, with 5+ years’ experience working in financial services. 

What’s in it for me?

At TSB, we’re small enough to really care about our customers but big enough to have great rates, innovative products, and digital solutions. We are looking for people to help us achieve our goal of being the easiest bank to deal with. 

We aim to create remarkable experiences for our people, who in turn create remarkable experiences for our customers. 

By working with us, you’ll be a part of a profit for purpose organisation.  We’re 100% owned by Toi Foundation, a philanthropic trust, and our annual dividends contribute to Toi’s transformational impact in our community.  

We believe that we all bring something unique to our workplace and when we are encouraged to be ourselves, TSB is stronger for it. That’s why we’re committed to supporting your wellbeing, creating space for you to be your best self, both in and out of work, and enabling you to make a meaningful difference in our communities.  

If you are ready to get stuck in as part of a collaborative team where you’re supported to be your best self…. Apply Now! 

Closing date for applications is 5.00 p.m., Friday 17th January 2025.