Customer Experience Representative

3 days ago

Lower Hutt, New Zealand Kiwibank Full time

A competitive salary of $61,000 + heaps of benefits
- Based in our Lower Hutt or Hastings contact centre, hybrid office environment with minimum 2 days per week in the office.
- Intake start date Monday 13th January 2025

Join the Kiwibank contact centre and build an exciting career in banking. You’ll receive on-the-job training and learn about everything from day-to-day transactions, lending, and credit cards to investments and fraud prevention.

**About the Role**
Great opportunity to join our contact centre team and kick-start your banking career We spoke with the Customer Engagement Managers (who you'd report to), and they gave us some great insight on what to expect in this role.

**What are some of the day-to-day tasks the CX Representatives complete?**
- Talking to 50-60 customers daily about their general day-to-day banking queries.
- Assisting customers who have experienced fraud or financial hardship.
- Identifying other banking products that might help customers have an even greater Kiwibank experience by referring them to our product partners.

**What is the most exciting thing about this opportunity?**

A banking contact centre is the perfect way to launch your career in financial services. It can lead to roles in leadership, home lending, IT, HR—the world is your oyster Our focus on development and internal mobility means we are committed to your growth and advancement.

With the support of our awesome learning and development team, you will have the opportunity to progress up the career pathway. You will eventually be giving financial advice to customers, which means you will undertake training and certification for the NZ Certificate in Financial Services Level 5 equivalency.

**What is the team culture and environment like?**

We are an award-winning contact centre. We are extremely proud of our Culture, Ngā Kauwaka (values) and our Purpose, to be Customers 1st Choice of bank.

In the contact centre, our most successful people come from diverse backgrounds, such as sales, financial services, telecommunications, teaching, IT, and tertiary students. People that are passionate about forging a career in banking, who also love supporting customers when they need us most.

**What attributes will this person have in order to be successful?**

Previous contact centre experience isn’t required, but an understanding of the pace and resilience needed in a customer service role is essential. We want to hear from you if you can have excellent customer conversations that are mature and diplomatic, and if you enjoy being on the phone.

If you can demonstrate an understanding of banking, have a great approach to service, and possess an aptitude and commitment to learning, then you will thrive and grow your career with Kiwibank

Our contact centre operates 7 days a week, so we can be there for our customers when they need us most. The shifts we have available are:

- Sunday 8.00 am to 4.30 pm, Monday to Thursday 8.00 am to 4.30 pm
- Monday to Friday 11.30 pm to 8.00 pm

You must have Fibre Broadband Internet, NZ Residency or Citizenship, and clear credit history with no defaults, and clean criminal background check. As we allow you to work from home, you also need a private home office to protect our customers information.

Check out the video and see what our people are saying about life as a Customer Experience Representative at Kiwibank.

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