Contact Centre Representative

Kiwibank; Auckland; Hybrid; NZD 58,000 - 70,000; Full time

Benefits offered by this job

Discounted public transport

Wellbeing days

Market-leading employee benefits

Job summary

Kiwibank is hiring for a frontline Customer Service role in Auckland. Based in Highbrook, you’ll handle general enquiries, guide customers through banking solutions, and support 50–60 customers daily across phone and digital channels.

Work Mon–Fri 11:30am–8pm with a modern office, great local amenities, and market-leading benefits. A confidential space at home is also required for remote work options.

Qualifications

• Experience handling high-volume customer inquiries.
• Ability to work over phone and digital channels.
• Strong communication and willingness to learn new systems.

Responsibilities

• Support Kiwibank customers with general enquiries such as account setup and card applications.
• Engage with 50–60 customers daily via phone and digital channels.
• Guide customers through challenging situations like fraud or financial hardship.
• Understand customer needs to recommend appropriate banking solutions.

Skills

Customer service

Phone support

Digital channels

Problem solving

Job description

About the role

• Based in Highbrook, on the eastern side of Auckland, you'll enjoy a modern work environment, great local amenities, and easy motorway access.
• Mon – Fri 11.30am-8pm - miss rush hour!
• Salary is $64,000k annually, with market-leading employee benefits, discounted public transport & wellbeing days

This is us. Where making an impact matters.

Our expert frontline Contact Centre team operates 7 days a week, so we can be there for our customers when they need us most. We provide advice and solutions to thousands of Kiwi each day, to help them secure their financial future. Your mahi will provide Kiwi’s with an exceptional banking experience, helping our customers be financially better off! In this role your mahi will be:

• Supporting Kiwibank customers with general enquiries, including everything from setting up new accounts, credit card applications and more
• Engaging with 50-60 customers daily, both via the phone and digitally
• Empowering and guiding customers through challenging situations like fraud or financial hardship
• Understanding customer needs to uncover needs and recommend the right solutions

This is us. Where your expertise matters.

• 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.

As you may be working from home, this role requires:

• Fibre internet connection
• Private, confidential space to work in
• Clean criminal record and credit history

Above all we are looking for someone who embodies Kiwibank’s purpose and values and someone who thrives in a vibrant and inclusive work environment.

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.