Client Relationship Manager

2 months ago

Auckland City, New Zealand Generate Full time

We are a proudly NZ owned and operated KiwiSaver and wealth manager. We were founded on the belief that all Kiwis should have access to simple, easy to understand financial advice and socially responsible investments that deliver long-term profitability. Ultimately, we exist to educate, empower, and advise Kiwis, to help them achieve materially better financial outcomes at retirement.

We are a business that cares about making a difference and our people play a key role in bringing our mission to life. We encourage our people to bring their ideas to the table and empower them to lead initiatives that will positively impact our business, community, and members.

**About The Role**

As a Client Relationship Manager in the Complex team, your role is crucial in helping us achieve our vision of being the number choice for our members in terms of customer service. You will be the centre point of support for our members, and other essential business units, on queries related specifically to complex KiwiSaver withdrawals such as Significant Financial Hardship and Serious Illness.

Your primary role and your key responsibilities will be:

- Learning and understanding the requirements of eligibility for Serious Illness and Significant Financial Hardship and setting clear expectations with our members.
- Ensuring a high-quality standard of assessment, understanding AML/CFT requirements and meeting our SLA.
- De-escalation of calls and ownership of member complaints.
- Working closely with Public Trust, advocating for our members.

Given the nature of the queries you will be responding to, you will often be dealing with members who could be vulnerable or distressed. Although a rewarding challenge for the right person, it will require a huge amount of empathy, understanding, and resilience to achieve positive outcomes for our members.

**About You**

For people in distress, talking to someone with high EQ, maturity, and professionalism, can be life-changing and make a real difference. We are looking for someone who has these attributes and is intrinsically motivated to provide great customer service.

You will thrive here if you are passionate and driven to grow and develop, and if you also have:

- 3+ years in a customer service, relationship management or an escalation management role within the Financial Services sector.
- Previous experience analyzing financial documents such as budgets, bank statements, payslips, credit assessments, etc.
- High levels of emotional intelligence, resilience, and ability to stay calm in difficult situations.
- Excellent written and verbal communication to enable effective and empathetic interactions with diverse stakeholders.
- A keen eye for detail and a basic understanding of Excel for data processing.
- Organisation and time management skills to prioritise your workload and ensure deadlines are met.
- Prior experience working with complex/difficult customers would be hugely advantageous.

**Why This is The Place for You**

Our culture is what sets us apart. We set ourselves high standards, ensuring our work environment is one where people thrive and also have fun. We invest significantly in the well-being of our people and are intentional about celebrating wins.
- We offer a hybrid model that allows you to balance work and home life seamlessly.
- Competitive base salary + bonus package paid twice a year, additional KiwiSaver contribution, corporate benefits, and more
- Wellbeing benefits, including Employee Assistance Program (EAP), and discounted gym membership.
- Thorough 8 weeks face to face induction, study assistance, and ongoing training & support.
- Proactive Health & Wellbeing Committee that organises a full calendar of events and initiatives that support Social Connection, Community, and Mental Health.
- Comfortable and central Auckland CBD office location, close to transport hubs.

**Next Steps**

If you are interested in making a meaningful difference, please hit “Apply” and be sure to include your CV and what you would bring to this role and our team.

We look forward to meeting you

**Applicants for this position should hold a valid visa to work full-time in NZ.

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