Customer Services Specialist

Avanti Finance Group; Auckland; Hybrid; NZD 50,000 - 65,000; Full time

Benefits offered by this job

KiwiSaver employer contributions

Gym and wellness facilities

Volunteer day programme

Fresh fruit in the office

Job summary

Avanti Finance is seeking a Customer Service Specialist in Auckland, NZ. You will be the voice for customers across phone, email and in-person interactions, guiding them through inquiries, settlements and arrears while keeping records accurate and aligned with policies.

Join our Operations and Collections team to build lasting customer relationships, handle diverse tasks, and contribute to community initiatives.

Qualifications

• Experience in a similar customer service, call centre or collections role (ideally 2+ years)
• Excellent communication skills, written and verbal
• A knack for handling difficult conversations with calm and care

Responsibilities

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

Skills

Customer service

Call centre experience

Financial services

Tools

Computer skills

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

What's in it for me?

At Avanti Finance, you'll be supported to grow your career, develop new skills and take ownership of your professional development.

You'll have the chance to give back to the community through initiatives such as Duffy Books in Homes and our annual volunteer day programme.

Depending on the role and team, flexible working arrangements may be available to support your work-life balance.

You'll have access to a range of benefits, which include enhanced KiwiSaver employer contributions (on top of your base salary), enhanced parental and secondary carer benefits , free access to a gym, pilates studio, sauna and state-of-the-art end of trip facilities,and fresh fruit in the office .

If you're looking for a place where you can realise your potential, feel supported and make a meaningful contribution, we'd love to hear from you.

Our values are the fabric of what makes Avanti, Avanti

They guide our decisions, shape how we work, set the standards we hold ourselves and each other to, and build the trust that brings us together.

Champion the Customer:We put people at the heart of every decision

Win Together:We achieve more when we work as one

Do What’s Right:We act with integrity and take responsibility

Be Curious:We keep an open mind to new possibilities

Together, these values help create a workplace where people can grow, contribute and do their best work.