Customer Service Representative - Masterton

Westpac Bank; Wellington; On-site; NZD 50,000 - 60,000; Full time

Benefits offered by this job

4 weeks holiday

Wellbeing leave

Purchased leave up to 4 weeks

Banking benefits

Career growth

Parental leave

School holiday subsidy

Community programmes

Job summary

Westpac New Zealand is seeking a Customer Service Representative at our Masterton branch on Queen Street. In this full-time, permanent role, you’ll be the friendly face or voice helping customers navigate everyday banking.

You’ll handle online banking assistance, card queries, and regulatory guidance, solving problems on the spot with empathy and clear communication. A passion for people, digital confidence, and a collaborative mindset are key.

Qualifications

• Strong background in customer service or administration.
• Confident using digital tools and guiding customers through them.
• Ability to juggle multiple priorities while staying calm, composed, 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, a desire to build a long-term career, and the drive to deliver great outcomes every day.

Responsibilities

• Assist customers with everyday banking needs and queries at the Masterton branch.
• Help customers navigate online banking and digital tools, including card and regulatory inquiries.
• Resolve issues on the spot with empathy and clear communication, guiding customers to the right solutions.

Skills

Customer service

Administration

Digital tools

Multitasking

Problem-solving

Growth mindset

Job description

Customer Service Representative - Masterton

Customer Service Representative, Masterton

• Masterton Branch | Queen Street
• Full time, Permanent position
• Monday to Friday

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?

We’re looking for customer‑obsessed superstars — people who light up when they’re helping others, who thrive in fast‑paced environments, and who bring energy, empathy, and curiosity to every conversation. Maybe you’re a recent graduate, or maybe you’ve built your customer skills in another industry and you’re ready for a new challenge. What matters most is your passion for people, your digital confidence, and your drive to grow your career with a team that backs you to succeed. You’ll 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

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.