Customer Solutions Specialist

Avanti Finance Group; Auckland; Hybrid; NZD 60,000 - 80,000; Full time

Benefits offered by this job

KiwiSaver

Parental benefits

Gym access

End of trip facilities

Fresh fruit in the office

Job summary

Avanti Finance Group in Auckland is hiring Customer Solutions Specialists to help customers in arrears. You will balance empathy with accountability, discuss repayment options, and guide conversations toward practical outcomes. Training and coaching support are provided as you build capability in financial services.

We offer a fast-paced environment with flexible shifts and opportunities to grow. If you excel at meaningful conversations under pressure and are keen to make a real impact, this is

Qualifications

• Strong customer service skills and a genuine desire to help people.
• Confidence having difficult conversations and discussing repayment commitments.
• Personal resilience and the ability to stay composed during stressful situations.
• Good judgement and problem-solving capability.
• Strong attention to detail and ability to assess information quickly.
• Excellent communication and relationship-building skills.
• A willingness to learn and accept coaching.
• Experience in collections, financial services, contact centre environments, credit control, or customer-facing roles is advantageous.

Responsibilities

• Contact customers to discuss overdue accounts and repayment options.
• Manage inbound and outbound customer conversations professionally and confidently.
• Assess customer circumstances and identify suitable solutions.
• Review loan information and make informed decisions while customers are on the phone.
• Navigate challenging conversations with empathy and professionalism.
• Identify risk factors, hardship indicators, and escalation requirements.
• Maintain accurate documentation and records.
• Apply responsible lending obligations, company policies, and compliance requirements.
• Work closely with leaders and colleagues to achieve positive customer outcomes.

Skills

Customer service

Difficult conversations

Resilience

Judgement

Attention to detail

Communication

Willingness to learn

Experience in collections

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.

Not every customer service role is about solving easy problems.

At Avanti, our Customer Solutions Specialists help customers who have fallen behind on their repayments get back on track. These conversations can be challenging, but they're also incredibly important. You'll combine empathy, resilience, and sound judgement to create practical repayment solutions while helping customers navigate difficult financial situations.

Due to continued growth, we’re expanding our Customer Solutions team and looking to hire multiple Customer Solutions Specialists over the coming months. If you're someone who enjoys meaningful conversations, stays calm under pressure, and isn't afraid to tackle tough discussions head-on, this could be an excellent opportunity to build a career in financial services.

The role

Avanti Finance is growing – fast

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.

Not every customer service role is about solving easy problems.

At Avanti, our Customer Solutions Specialists help customers who have fallen behind on their repayments get back on track. These conversations can be challenging, but they're also incredibly important. You'll combine empathy, resilience, and sound judgement to create practical repayment solutions while helping customers navigate difficult financial situations.

Due to continued growth, we’re expanding our Customer Solutions team and looking to hire multiple Customer Solutions Specialists over the coming months. If you're someone who enjoys meaningful conversations, stays calm under pressure, and isn't afraid to tackle tough discussions head-on, this could be an excellent opportunity to build a career in financial services.

The role

Joining Avanti's Early Solutions team, you'll manage a portfolio of customers experiencing arrears and work with them to find sustainable repayment outcomes.

This is a role where you'll need to think on your feet. One minute you'll be helping a customer understand their options, the next you'll be assessing information in real time and making decisions that balance customer outcomes with business objectives.

Whether you're bringing collections experience or you're a recent graduate with the right attitude and resilience, you'll receive training, coaching, and support to build your capability and judgement.

What you'll do

• Contact customers to discuss overdue accounts and repayment options
• Manage inbound and outbound customer conversations professionally and confidently
• Assess customer circumstances and identify suitable solutions
• Review loan information and make informed decisions while customers are on the phone
• Navigate challenging conversations with empathy and professionalism
• Identify risk factors, hardship indicators, and escalation requirements
• Maintain accurate documentation and records
• Apply responsible lending obligations, company policies, and compliance requirements
• Work closely with leaders and colleagues to achieve positive customer outcomes

Enjoy the flexibility of two shift options: 8:00am to 4:30pm or 9:30am to 6:00pm

What we're looking for

• Strong customer service skills and a genuine desire to help people
• Confidence having difficult conversations and discussing repayment commitments
• Personal resilience and the ability to stay composed during stressful situations
• Good judgement and problem-solving capability
• Strong attention to detail and ability to assess information quickly
• Excellent communication and relationship-building skills
• A willingness to learn and accept coaching
• Experience in collections, financial services, contact centre environments, credit control, or customer-facing roles is advantageous
• Equally, we'd love to hear from recent graduates with the right attitude, maturity, and willingness to learn

This is a role for someone who can balance empathy with accountability. You'll be helping customers through difficult situations while also being comfortable asking the tough questions and guiding conversations towards repayment solutions.

If you're resilient, customer-focused, and ready for a challenge that will develop your career, we'd love to hear from you.

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

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.