Customer Specialist

• Full Time
• Application Closes 27 Apr 2025
• Taranaki - New Plymouth
• First-Line Supervisors, Customer Service

This position is a Contract Fixed Term from May 2025 through to February 2026 and is based in New Plymouth.

The Customer Specialist serves as our initial contact point, tasked with conveying important messages and engaging in meaningful, high-quality conversations that inform and connect with our customers.  This role encompasses cross-functional responsibilities aimed at delivering exceptional service to our TSB clients.

The main duties of this position involve delivering activities within their specialised area of knowledge (primary) while also adapting across the organisation as necessary to assist with customer service initiatives (secondary). 

Additional responsibilities include managing escalations and having the discretion to exceed expectations for TSB to achieve positive outcomes for our customers. 

Your optimistic, proactive approach, along with a high degree of empathy and emotional intelligence, enables you to communicate effectively with others. This will also help you navigate challenges to resolve conflicts and provide specialised support.  

If you have experience in handling chargebacks, understand the cardholder dispute resolution processes well, and have a passion for positively assisting customers and our internal teams with card dispute inquiries, then this position is perfect for you! 

This role will also require you to:

• Assume responsibility for the main duties, such as fulfilling our regulatory obligations for card operations, AML/CFT regulations, and onboarding and verification requirements. 
• Make informed decisions, analysing both the procedure and the policy to determine the intended outcome. 
• Help with supplementary duties that involve interacting with customers to support them throughout the larger activities, stepping in to help as needed. This could involve providing outstanding customer service, financial crime prevention, and support services to meet process service levels, all with the appropriate amount of training. 
• Be the main point of contact for both internal branch employees and customers for all goods, supporting the TSB distribution network. Make sure the necessary data is accurately entered for risk ratings so that documentation is always right the first time, while providing effective communication throughout the process to achieve a quality experience for the customer.
• Ensure that clients receive excellent customer care throughout all of their interactions with the Bank by making sure that agreed-upon SLAs are met for both response times and action completion. Become the foremost authorities in all operational customer procedures necessitating the full satisfaction of client requirements in primary and secondary roles.
• Support the wider operations in important activity on occasion and help the direct line manager apply all applicable      policy and procedure requirements to meet all compliance and legal obligations.
• Assume responsibility for any customer inquiries that are escalated and offer one-call resolutions.

We are looking for someone with:

• 2+ financial services administration experience
• High degree of attention to detail, demonstrating an ability to monitor and meet productivity targets along with accuracy and data integrity.
• Customer Service  Experience

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! 

Applications close on Sunday 27th of April at 5.00pm.