Senior Customer Specialist

• Full Time
• Application Closes 20 Mar 2025
• Taranaki - New Plymouth
• Customer Service Representative

Senior Customer Specialist 

New Plymouth and Auckland are the preferred locations

1 x Full time, fixed term 9 months – June 2025 to April 2026 

1 x Full time, fixed term 14 months – March 2025 to May 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 position is tasked with delivering senior-level onboarding of complex entities within the Bank’s Customer Verification team. It encompasses all onboarding and OCDD of new to bank and existing entity clients and ensuring the compliance of these clients under the AML/CFT guidelines. 

In this role, you can expect to:

• Establish yourself as a subject matter authority among colleagues and the broader team by offering daily advice, guidance, mentoring, and coaching to team members on all tasks and initiatives.
• Manage any escalated customer inquiries from the team and ensure their resolution.
• Oversee key responsibilities including, but not limited to, Entity Onboarding, Entity OCDD, Managing High Risk customers, delegated approval for decision making, adhering to the Bank's standards and service level agreements. This will involve interpreting policies and procedures to determine intent and making informed decisions.
• Support secondary responsibilities to assist customers across broader support functions, adapting to needs as required.
• Ensure accurate data entry is performed "right the first time," while maintaining effective communication throughout the process to ensure a quality experience for the customer.
• Provide customers with an outstanding service experience during any interactions with the Bank, ensuring that response times and actions meet agreed service level agreements. Be the authority on all operational customer processes necessary for the complete fulfilment of customer needs in both primary and secondary responsibilities.
• Aid the direct line manager in implementing all applicable policies and procedures to comply with all regulatory and legal standards, including supporting broader operations in critical activities as needed.
• Take charge of any escalated customer inquiries and aim for one-call resolution.

We are looking for candidates who have:

• At Over 4 years of relevant banking experience in AML/CFT and customer service with a sincere commitment to achieving exceptional results.
• A solid understanding of relevant regulations, including AML and the Privacy Act.
• Demonstrated proficiency in both written and verbal communication.
• Strong computer skills with meticulous attention to detail, showcasing an ability to maintain accuracy and data integrity.
• A positive, proactive mindset coupled with a common-sense approach and strong time management skills.

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., Thursday 20th of March 2025