Customer Service Representative - Wellington City

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

Benefits offered by this job

4 weeks standard holiday

5 wellbeing days

Additional purchased leave up to 4x

Banking benefits and insurance

Parental leave support

Environmental & community programmes

Job summary

Westpac New Zealand is seeking a Customer Service Representative for the Wellington City branch. The role is full‑time and permanent, Monday to Friday, based at the Wellington City Branch on Lambton Quay.

You will be the first friendly face or voice for customers, guiding them through online banking, card disputes, and regulatory queries, delivering calm, efficient support and helping them use digital tools to make banking simpler.

Qualifications

• Strong background in customer service or administration.
• Confidence using digital tools and guiding customers through them.
• Ability to juggle multiple priorities while staying calm and solutions‑focused.
• Understanding of financial services, compliance, or regulated environments.
• Natural talent for problem‑solving and adapting quickly to changing needs.
• Growth mindset and desire to build a long‑term career with the team.

Responsibilities

• Assist customers with online banking and everyday financial questions.
• Help customers resolve issues such as card disputes and regulatory clarifications.
• Guide customers to the right digital tools and self‑service options.
• Provide calm, friendly support and ensure customers feel heard and reassured.
• Contribute to a positive customer experience in a fast‑paced environment.

Skills

Customer service

Digital tools

Multitasking

Problem-solving

Growth mindset

Empathy

Job description

Customer Service Representative, Wellington City

Wellington City Branch | Lambton Quay

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?

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

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 NewZealand for our people, customers, and communities. For over 160years we’ve been driven by our purpose to CreateBetterFuturesTogether.

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 NewZealand, 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 neurodivergent, 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: 22 October 2026