• Full Time
• Application Closes 05 May 2024
• Taranaki - New Plymouth
• Customer Service Representative

Based in New Plymouth, the Customer Specialist is our first point of contact, responsible in delivering key messages and having meaningful quality conversations that educates and engages with our customers. The cross-functional duties of this customer-facing specialist position are to provide our TSB clients with outstanding service.  This is a full time, fixed term position within the Operational Excellence team.

The primary and secondary responsibilities of this role will be to deliver activities within their area of expertise (primary) and to flex across the business as needed to support customer service activities (secondary). Other responsibilities include handling escalations and having the authority to go above and beyond for TSB to produce favourable results for our customers.

The capacity to recognise solutions that help our customers manage their financial obligations is essential to this position. 

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. 

This role will also require you to:

• Assume responsibility for the main duties, such as fulfilling our regulatory obligations for card operations, AML/CFTregulations, and onboarding and verification requirements. 
• Make informed decisions, analyzing 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

Who are we?

We are New Zealand owned bank on a real mission – we want to help our customers get ahead and make their banking experience as easy as possible.

Like our customers, our people are at the heart of everything we do.  We are committed to developing and encouraging our people to achieve their goals both inside, and outside of our four walls. We promote inclusion, innovative thinking, and pride ourselves on the positive working environment we have created.

So, if you’re passionate about helping New Zealanders and ready to join our team …Apply now!

Closing date for applications is Sunday 5th of May