Customer Experience Representative

• Start your banking career at Kiwibank's Contact Centre
• Enjoy staff rates for banking, including home loan interest rate discounts
• Based in Lower Hutt with hybrid work arrangements

Kō tātou tēnei. Hei kawe i ngā mahi kia tutuki | This is us. Where making an impact matters.

Our expert frontline Contact Centre team provides advice and solutions to thousands of Kiwi each day to help secure their financial future! We operate 7 days a week, so we can be there for our customers when they need us most.

In this role you will be:

• Engaging with 50-60 customers daily through Phone and Securemail, providing innovative banking solutions.
• Welcoming customers by setting up their accounts and confidently guiding them through credit card applications and investment opportunities.
• Empowering and guiding customers through the challenges of fraud and financial hardship with care and confidence.
• Providing an even better Kiwibank experience by referring customers to our product partners when they need it.
• Helping customers to be better off by educating and supporting them through their day-to-day requirements and self-service options.

We are recruiting for two rosters:

• Monday to Friday 11:30am - 8pm
• Sunday 8am - 4:30pm and Monday to Thursday 9am - 5:30pm

Ko tātou tēnei. Kia hāpai i ō pūkenga | This is us. Where your expertise matters.

To be successful in this role you will have proven experience with:

• Providing customer service in high-volume and challenging environments.
• Working both over the phone and digitally to support customers in a timely and professional manner.
• Learning new information and systems.
• Confidence to ask thoughtful questions, understand the broader customer situation, and recommend appropriate solutions that add value.

It is critical to have:

• Fibre internet connection.
• Private, confidential space to work in, when working from home.
• Clean criminal record and credit history .
• Be able to commit to working the advertised rosters.

You do not need to tick every box here to be considered! Above all we are looking for someone who embodies Kiwibank’s purpose and values, (Ngā Kauwaka), and someone who thrives in a vibrant and inclusive work environment.

Tono mai | Apply Now - Applications close Friday 7 August. We will be reviewing resumes throughout the advertising period and may withdraw the ad at any time.

Ko tātou tēnei - Hei hāpai ake i a koe | This is us. Where you matter.

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive – we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.