We are a proudly New Zealand-owned, award-winning KiwiSaver and wealth manager. Our mission is to educate and empower our customers to make informed financial decisions and achieve strong long-term performance. With a relentless focus on these goals, we are dedicated to growing Kiwis' wealth and helping them attain better financial outcomes in retirement.

At our core, we are a purpose-driven business, caring deeply about making a difference. Our passionate team plays a crucial role in bringing our mission to life. We foster a culture of idea-sharing and empowerment, encouraging our people to lead initiatives that positively impact our business, community, and members.

About The Role

As a Client Relationship Manager in the Complex team, your role is crucial in helping us achieve our vision of being the number choice for our members in terms of customer service. You will be the centre point of support for our members, and other essential business units, on queries related specifically to complex KiwiSaver withdrawals such as Significant Financial Hardship and Serious Illness.

Your primary role and your key responsibilities will be:

• Learning and understanding the requirements of eligibility for Serious Illness and Significant Financial Hardship and setting clear expectations with our members.
• End to end assessment of applications for Serious Illness and Significant Financial Hardship ensuring all supporting documentation is true and correct.
• Ensuring a high-quality standard of assessment, understanding AML/CFT requirements and meeting our SLA.
• De-escalation of calls and ownership of member complaints.
• Working closely with Public Trust, advocating for our members.
• Managing your application queue ensuring all applications and responses are timely.

Given the nature of the queries you will be responding to, you will often be dealing with members who could be vulnerable or distressed. Although a rewarding challenge for the right person, it will require a huge amount of empathy, understanding, and resilience to achieve positive outcomes for our members.

About You

For people in distress, talking to someone with high EQ, maturity, and professionalism, can be life-changing and make a real difference. We are looking for someone who has these attributes and is intrinsically motivated to provide great customer service.

You will thrive here if you are passionate and driven to grow and develop, and if you also have:

• 3+ years in a customer service, relationship management or an escalation management role within the Financial Services sector.
• Previous experience analyzing financial documents such as budgets, bank statements, payslips, credit assessments, etc.
• High levels of emotional intelligence, resilience, and ability to stay calm in difficult situations.
• Excellent written and verbal communication to enable effective and empathetic interactions with diverse stakeholders.
• A keen eye for detail and a basic understanding of Excel for data processing.
• Organisation and time management skills to prioritise your workload and ensure deadlines are met.
• Prior experience working with complex/difficult customers would be hugely advantageous.

Why This is The Place for You

Our culture is what sets us apart. We set ourselves high standards, ensuring our work environment is one where people thrive and also have fun. We invest significantly in the well-being of our people and are intentional about celebrating wins.

• We offer a hybrid model that allows you to balance work and home life seamlessly.
• Competitive base salary + bonus package paid twice a year, additional KiwiSaver contribution, corporate benefits, and more!
• Wellbeing benefits, including Employee Assistance Program (EAP), and discounted gym membership.
• Thorough 8 weeks face to face induction, study assistance, and ongoing training & support.
• Proactive Health & Wellbeing Committee that organises a full calendar of events and initiatives that support Social Connection, Community, and Mental Health.
• Comfortable and central Auckland CBD office location, close to transport hubs.

Next Steps

If you are interested in making a meaningful difference, please hit “Apply” and be sure to include your CV and what you would bring to this role and our team.

We celebrate diversity and welcome candidates from all backgrounds to bring their unique perspectives to our growing organization.

We look forward to meeting you!

Applicants for this position should hold a valid visa to work full-time in NZ. Please note that all of our offers are subject to background, credit, and reference checks.