Banking Specialist - Contact Centre at Westpac New Zealand

Christchurch, Canterbury, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Financial Advice, Risk Management, Compliance, Problem Solving, Communication, Lending Solutions, Emotional Intelligence, Accountability, Logical Thinking

Industry

Banking

Description

Location: 7 Show Place Christchurch Hours of work: Your ordinary hours will be between 8:00am – 7:00pm (Monday to Friday) operating on a rotational roster. At Westpac Direct, our Banking Specialists support customers through meaningful, and often complex moments. That can range from everyday banking through to lending conversations, all while balancing customer outcomes with risk, compliance and responsible lending requirements. You’ll not only respond to customer needs, but also think ahead — identifying opportunities to support customers with the right Westpac products and solutions that genuinely add value to their situation, while contributing to team and individual performance outcomes. This is a career role in regulated banking and suits people ready to step into responsibility and complexity, whether that experience comes from study or previous customer‑focused roles. It suits people who are ready to take ownership of conversations, decisions and outcomes; whether that experience comes from banking, financial services, contact centres, or customer roles in other structured environment. If you enjoy solving problems, communicating clearly under pressure while giving financial advise, and working in a fast‑paced, highly structured setting — and you have a natural ability to connect needs to solutions — this could be a great next step. As a Banking Specialist, you’ll: Have high‑quality conversations that uncover both stated and unstated customer needs Identify opportunities to recommend relevant Westpac products and solutions that support customers’ financial wellbeing Provide banking and lending solutions across personal, home and unsecured products (within authority) Support customers across phone, video and digital channels Work within clear risk, compliance and regulatory frameworks Deliver on individual and team performance expectations, including quality, customer outcomes, and product conversations Complete accurate follow‑up to deliver end‑to‑end outcomes Collaborate closely with your team and draw on specialist support when needed This role requires judgement, structure and emotional intelligence, especially when customers are stressed, time‑poor or facing financial pressure — as well as the ability to balance customer needs with appropriate and responsible product recommendations. This role suits you if you bring: Experience in regulated or high‑volume customer environments Confidence following process, policy and compliance (even when things get busy) Experience handling more complex customer conversations (not just transactional service) Strong problem-solving and logical thinking skills to match customers with the right products or solutions A proactive, customer‑first mindset — comfortable identifying opportunities to add value beyond the immediate request The ability to balance customer experience with achieving performance expectations Clear, calm and professional communication A strong sense of accountability and follow‑through Availability to work fixed rosters, including Saturdays We invest significantly in training, product knowledge and accreditation. This role best suits people looking to build and grow a career, rather than a short‑term stop. What success looks like in Westpac Direct Strong performers are known for: Clear, structured communication Genuine, customer‑focused conversations (not scripted responses) Confidence in recommending the right products at the right time — always in the customer’s best interest Consistently delivering across customer experience, quality, and performance outcomes Sound judgement and risk awareness Professional presence and inclusivity Reliability, resilience and consistency In this role, how you communicate matters as much as what you do. Our recruitment process (high level) We run a structured and time‑bound process to ensure fairness and momentum. Please apply only if you can commit to the following: Online assessment and short video interview (if progressed) A brief phone conversation Face‑to‑face interview Reference checks Late submissions and extensions aren’t available, so readiness matters. Before you apply This role is rewarding, demanding and fast‑moving. Being clear upfront helps everyone succeed = including you. If this sounds like the right next step and you’re ready to commit, we’d love to hear from you. Ko mātou tēnei | Our Organisation At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together. What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you! Tono mai ināianei! | Apply Now! Apply today with your CV and Cover Letter. The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities. Mahi tahi tātou, kaha ake tātou | Together Greater Applications close: 6 July 2026 Our culture is rich with stories of how our people like to help, our customers, our community and each other. This is reflected through flexible working arrangements to ensure that our people have a balance in their life with those things that are important to them. Through ensuring that we provide opportunities to everyone regardless of what society throws at them, we are a safe place to work where you are treated equally and appreciated.

Responsibilities

Provide banking and lending solutions to customers across phone, video, and digital channels while ensuring compliance with regulatory frameworks. Identify opportunities to recommend relevant products that support customers' financial wellbeing and deliver on performance outcomes.