Withdrawals Operations Consultant (12-Month)

ASB Bank; Auckland; On-site; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Flexible leave

Customisable benefits

Job summary

ASB Bank is seeking an Operations Consultant for Withdrawals on a 12-month fixed term to support KiwiSaver and investment withdrawal requests. You will process applications accurately, balancing customer needs with policy and risk considerations, while delivering an empathetic service during significant life events.

You will work in a collaborative Withdrawals team, handling KiwiSaver 65+ withdrawals, First Home Buyer withdrawals, investment fund withdrawals, and discretionary withdrawals.

Qualifications

• Superior customer service skills and a genuine passion for creating positive customer experiences.
• Strong communication and relationship management skills.
• A proactive, self-starting approach with a high level of accountability.
• Excellent attention to detail and the ability to manage competing priorities and deadlines.
• Strong problem-solving skills and an analytical mindset.
• Track record of identifying opportunities for continuous improvement and challenging the status quo.

Responsibilities

• Deliver accurate and timely withdrawals from investment products for customers.
• Take ownership of customer and stakeholder enquiries through to resolution.
• Balance customer experience with policy and risk considerations in investigations and end-to-end processes.
• Develop and maintain strong relationships with internal stakeholders and customers.
• Support a proactive risk management culture with ownership of risk by the team.
• Contribute ideas to improve customer experiences and operational efficiency.

Skills

Customer service

Communication

Detail-oriented

Problem solving

Continuous improvement

Lean/Agile/DMAIC

Self-starter

Tools

CRM software

Data analysis tools

Job description

ASB Bank is seeking an Operations Consultant for Withdrawals on a 12-month fixed term to support KiwiSaver and investment withdrawal requests. You will process applications accurately, balancing customer needs with policy and risk considerations, while delivering an empathetic service during significant life events.

You will work in a collaborative Withdrawals team, handling KiwiSaver 65+ withdrawals, First Home Buyer withdrawals, investment fund withdrawals, and discretionary withdrawals.