Customer Service Representative - Papatoetoe

westpacnz; Ōtara-Papatoetoe; On-site; NZD 50,000 - 65,000; Full time

Benefits offered by this job

4 weeks standard holiday

5 wellbeing days + additional leave

Purchased leave options

Banking benefits and insurance

Generous parental leave

Job summary

Westpac New Zealand's Papatoetoe branch invites a Customer Service Representative to join our team. In this full‑time, permanent role you’ll be the first friendly face or voice customers meet, guiding them through online banking, card issues, and everyday banking tasks with care and clarity.

You’ll help customers navigate digital tools, stay calm under pressure, and deliver practical solutions that leave people feeling heard, supported and confident about their finances.

Qualifications

• A strong background in customer service or administration.
• 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.

Responsibilities

• Assist customers with online banking and payments.
• Resolve card disputes and explain regulatory requirements to customers.
• Guide customers through digital tools and ensure clarity of information.
• Deliver friendly, customer‑focused service and proactively solve issues.

Skills

Customer service

Digital tools guidance

Multitasking

Financial services know‑how

Problem solving

growth mindset

Job description

Customer Service Representative, Papatoetoe

Papatoetoe Branch

Full time, Permanent position

Monday to Friday

Mŋ te tūō | 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 Wąhi 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 mątou 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 tątou, kaha ake tątou | Together Greater

Applications close: 24 September 2026