Customer Service Representative - Masterton

westpacnz; Masterton District; On-site; NZD 52,000 - 68,000; Full time

Benefits offered by this job

4 weeks holiday

Wellbeing leave

Purchased leave

Banking benefits

Insurance discounts

Superannuation

Career growth programs

Parental leave top-up

School holiday subsidy

Community care programmes

Job summary

Westpac New Zealand is hiring a Customer Service Representative in Masterton. You’ll be the first friendly face or voice, helping customers navigate online banking, card disputes, and regulatory questions with calm, clear guidance.

You’ll balance multiple priorities with curiosity and care, using digital tools to support customers and deliver confident, practical banking solutions every day.

Qualifications

• Background in customer service or administration with a genuine love for helping people.
• Confidence using digital tools and guiding customers through them with ease.
• Ability to juggle multiple priorities while staying calm and solutions-focused.
• Understanding of financial services, compliance or regulated environments (or willingness to learn).
• Natural talent for problem-solving and adapting quickly to changing customer needs.
• Growth mindset and desire to build a long-term career with strong outcomes.

Responsibilities

• Help customers get online banking set up or re‑establish access when needed.
• Support customers through card disputes or regulatory questions with clarity.
• Guide customers to the right digital tools and self-service options.
• Solve problems on the spot and ensure customers feel heard and reassured.

Skills

Customer service

Administration

Digital tools

Problem solving

Regulated environments

Job description

Customer Service Representative, Masterton

Masterton Branch | Queen Street

Full time, Permanent position

Monday to Friday

Mō te tūranga | About the Role

As a Customer Service Representative, you're the person our customers count on in the moments that matter - the calm voice, the problem‑solver, the guide who helps them navigate life's financial ups and downs with confidence. You'll be the first friendly face (or voice) they meet, taking action now to create better futures for our customers, our communities, and Aotearoa. Every interaction is a chance to make banking simpler, and easier - and you'll be empowered to do exactly that.

No two days look the same. One moment you're helping someone get back into their online banking, the next you're supporting a customer through a tricky card dispute or giving clarity around regulatory requirements. You'll bring curiosity, care, and a can‑do mindset to every conversation - solving problems on the spot, guiding customers to the right digital tools, and making sure they leave feeling heard, supported, and reassured.

If you love people, love problem‑solving, and want to make a real impact every day, this is where you'll thrive!

Nā tāu rourou | What will you bring?

• A strong background in customer service or administration, with a genuine love for helping people
• Confidence using digital tools and the ability to guide customers through them with ease
• The ability to juggle multiple priorities while staying calm, composed, and solutions‑focused
• An understanding of financial services, compliance, or regulated environments (or the willingness to learn)
• A natural talent for problem‑solving and adapting quickly to changing customer needs
• A growth mindset, a desire to build a long‑term career, and the drive to deliver great outcomes every day

Westpac Hei Wāhi Mahi | Working at Westpac

As well as immersing yourself in a supportive team environment, you'll be offered some of the best banking, and lifestyle benefits in the market along with:

• 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
• Additional purchased leave options up to 4 weeks per year
• Banking benefits, insurance discounts and superannuation scheme
• Career growth - we promote internal capability; we have programmes that recognise star performers
• Generous parental leave - and top up government paid parental leave
• School holiday subsidy - help you balance work and family during school holiday
• Environmental and community care programmes

Ko mātou tēnei | Our Organisation

At Westpac, we're working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we've been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we're lucky enough to have walk through our doors every day. The giant 'W' on our building doesn't just stand for Westpac - it says, double you. We're a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We're recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us - we believe that when we care deeply and do our best for our people, they'll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities - your attitude and passion are as important to us as your experience, qualifications and capabilities.

Mahi tahi tātou, kaha ake tātou | Together Greater

Applications close: 15 September 2026