KiwiSaver Customer Advocate

7 days ago


Auckland, Auckland, New Zealand Generate KiwiSaver Scheme Full time

We are seeking an experienced Client Relationship Manager to join our team at Generate KiwiSaver Scheme. As a leading provider of KiwiSaver and wealth management services, we are committed to delivering exceptional customer experiences. Our goal is to empower our members to make informed financial decisions and achieve strong long-term performance.

About The Role

As a Client Relationship Manager, you will play a critical role in delivering exceptional customer service. Your primary responsibility will be to handle customer queries and withdrawal or funds deposit requests through Salesforce, while ensuring strict compliance with all regulatory requirements. You will also be responsible for developing and maintaining relationships with our members, providing personalized support and guidance to ensure their needs are met.

Your day-to-day will involve:

  • Processing various withdrawal or deposit requests, ensuring a seamless experience for our members while meeting tight deadlines.
  • Proactively responding to queries from members and authorized third parties, primarily via email, with the ability to jump on calls when necessary to expedite the process.
  • Problem-solving and working proactively to find positive solutions for our members.
  • Liaising with key internal and external stakeholders, including our Compliance team, solicitors, and Apex Investment Administration, to obtain compliant AML/CFT documentation.
  • Collaborating with our Compliance team to ensure all regulatory requirements are met.

About You

You will need to be intrinsically motivated to provide great customer service and create a seamless experience for our clients. You will be process-driven and take an investigative approach to your work, ensuring you follow regulatory guidelines while seeking efficiencies.

The ideal candidate will possess:

  • Previous experience supporting customers via email and working in an environment where procedures and guidelines need to be followed.
  • Strong organization and time management skills
  • Adaptability in handling unexpected situations and challenges
  • High level of empathy and understanding in interactions with our members.
  • A keen eye for detail and a basic understanding of Excel for data processing.
  • Curiosity and proactivity in expanding your knowledge, whether that is to learn more about the KiwiSaver Act or how an internal system works.
  • Excellent written and verbal communication skills, adapting your message to your audience and explaining technical concepts in a clear and concise manner.
  • Previous experience using a CRM or ticket system.

What would be highly desirable but not essential:

  • Similar experience in a Customer Service role within a regulated industry where compliance is key.
  • Previous experience using Amazon Connect and Salesforce would be an advantage.

Why This is The Best Fit for You

We offer a dynamic and supportive work environment that encourages growth and development. Our team is passionate about delivering exceptional customer experiences, and we are looking for someone who shares this commitment. If you are a customer-focused individual with a passion for delivering exceptional service, we want to hear from you.

  • A competitive remuneration package, including a base salary, bonus, and KiwiSaver contributions.
  • Ongoing training and professional development opportunities.
  • A comprehensive wellbeing program, including health insurance and Employee Assistance Program.
  • An exciting and dynamic work environment, with opportunities to grow and develop.
  • A state-of-the-art office space, located in the heart of Auckland's CBD.


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