Customer Service Specialist

Avanti Finance; Auckland; On-site; NZD 52,000 - 62,000; Full time

Job summary

Avanti Finance is seeking a Customer Service Specialist in New Zealand to be the voice customers trust for inquiries, settlements, and support. You will handle inquiries across phone, email and in-person interactions while maintaining accurate records and contributing to post-settlement processes.

You’ll be part of the Operations and Collections team, focusing on building long-term relationships, spotting opportunities to enhance customer value, and ensuring smooth day-to-day financial tasks.

Qualifications

• Experience in a customer service, call centre or collections role.
• Excellent communication skills, written and verbal.
• Calm and empathetic when handling difficult conversations.
• Able to multitask and thrive in a fast-paced environment.

Responsibilities

• Handle inbound customer contact across phone, face-to-face, letter and email.
• Spot lending opportunities to build long-term relationships with customers.
• Make outbound calls to collect low-level arrears.
• Keep customer service documentation accurate and in line with policies.
• Support post-settlement admin like registration/discharge of loan securities and reversals, refunds and write-downs.
• Assist with reception duties when needed.

Skills

Customer service

Call centre

Communication

Arrears handling

Multi-tasking

Data entry

Job description

We’re on a mission to become the best specialist lending company in New Zealand and Australia, and we’re looking for ambitious, driven people to help get us there.

We’ve got bold goals and a clear vision for the future. That means exciting opportunities for those ready to champion new ideas, challenge the status quo, and grow alongside us.

If you’re hungry to make an impact, thrive in a fast-paced environment, and love turning ideas into action – you’ll feel right at home here.

About the role

This is where Avanti's customer experience comes to life. As a Customer Service Specialist, you're the voice on the end of the phone, the reply in the inbox, and the friendly face at reception - the person customers trust to sort things out and point them in the right direction.

No two days look the same. One moment you're answering a lending question, the next you're guiding a customer through a settlement, having a careful conversation about arrears, or spotting an opportunity to help an existing customer get more from their relationship with us. Behind the scenes, you'll keep the detail tidy - accurate records, post-settlement admin and the financial functions that keep everything running smoothly.

It's a busy, varied role in our Operations and Collections team, and it matters: every interaction you have shapes whether a customer stays with Avanti and recommends us to others. If you genuinely enjoy helping people and thrive when things move quickly, you'll fit right in.

What you'll be doing

• Handling inbound customer contact across phone, face-to-face, letter and email - from general enquiries to small arrears, settlements and lending questions
• Spotting lending opportunities for existing customers to build genuine long-term relationships
• Making outbound calls to collect low-level arrears
• Keeping customer service documentation accurate and in line with our policies and procedures
• Supporting post-settlement admin — including registration/discharge of loan securities and financial functions such as reversals, refunds and write-downs
• Pitching in on reception duties when needed

What you'll bring

• Experience in a similar customer service, call centre or collections role (ideally 2+ years); financial services experience a plus
• Excellent communication skills, written and verbal
• A knack for handling difficult conversations with calm and care
• Strong multitasking, time management and the ability to thrive in a fast-paced environment
• Excellent computer skills, numerical confidence and sharp attention to detail
• A problem-solver who's adaptable, self-motivated and keen to keep growing