Customer Specialist

• Full Time
• Application Closes 19 Mar 2025
• Taranaki - New Plymouth
• Customer Service Representative

Customer Specialist
New Plymouth and Auckland are the preferred locations

1 x Permanent Full time
1 x Full time, Fixed term (30 March 2025 – 01/05/2026)

Please note in your cover letter which of the above roles you are applying for.

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

This role, focused on customer interaction, involves a range of responsibilities aimed at providing outstanding service to our TSB clients. The position encompasses handling escalations and having the discretion to go above and beyond for TSB customers to ensure favourable outcomes. The primary responsibilities will be determined by the daily functions expected of the customer-facing team.

In this role, you can expect to:

• Assume responsibility for primary tasks, which may include onboarding and verification processes, AML/CFT compliance, or card operations, in accordance with our regulatory requirements. This will necessitate interpreting both policy and procedure to grasp intent and then making informed decisions. 
• Support secondary customer-facing responsibilities to assist clients across broader operations, adapting to provide help when necessary. This might involve (with appropriate training) aiding customer care, financial crime, and support services to achieve service levels and deliver exceptional customer experiences.
• Ensure that necessary information for risk assessments is accurately recorded to guarantee documentation is always correct from the outset, while maintaining effective communication throughout the process to ensure a high-quality experience for the customer. 
• Provide an excellent customer service experience during any interactions with the Bank by ensuring that response times and actions are executed within the established service level agreements (SLAs). Be well-versed in all operational customer processes that require complete fulfilment of customer needs in both primary and secondary roles. 
• Support the direct line manager in implementing all relevant policy and procedure requirements to meet compliance and legal standards, including assisting wider operations in critical activities as needed. 

We are looking for candidates who have:

• At least 2 years of experience in financial services administration 
• Proficient computer skills - MS Office (Word, Excel, Outlook) 
• Strong attention to detail, demonstrating the ability to monitor and achieve productivity targets, accuracy, and data integrity. 
• Experience in customer service.

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., Wednesday 19th of March 2025