Retention Specialist

at  Generate

ABOUT US

We are a proudly New Zealand-owned and operated KiwiSaver and wealth manager. We were founded on the belief that all Kiwis should have access to simple, easy-to-understand financial advice and socially responsible investments that deliver long-term profitability. Ultimately, we exist to educate, empower, and advise Kiwis, to help them achieve materially better financial outcomes at retirement.
We are a business that cares about making a difference and our people play a key role in bringing our mission to life. We encourage our people to bring their ideas to the table and empower them to lead initiatives that will positively impact our business, community, and members.

ABOUT THE ROLE

As our Retention Specialist, your passion and expertise will be the heart of our efforts to successfully retain our customers. You’ll have a unique opportunity to make a real difference in their experiences, helping us build strong, lasting relationships. Your customer-centric approach and focus on our customers will be essential in creating strategies that retain them with us, playing a big part in our mission to be the top choice for KiwiSaver members.

You can expect a typical day to look something like this:

• Spend a significant portion of your time engaging in meaningful conversations with members who are considering transferring out, using your skills to understand their needs, and, if appropriate, persuasively articulate the value of staying with Generate.
• Conduct thorough market research to stay ahead of industry trends and stay ahead of competitor offerings.
• Prepare detailed reports on retention metrics and customer feedback, providing valuable insights for strategic decision-making.
• Collaborate with internal teams to transform customer feedback into actionable improvements and innovate retention strategies.

To succeed in this role, you bring a combination of qualifications, experience, and interpersonal skills:

• Qualifications: You’ll either have or be willing to obtain a Level 5 Certificate in Financial Services within 6 months of starting (we can support you to do this).
• Experience: You have at least 3 years in customer retention, sales, customer service, or a related role, in the financial services sector. Financial services sector experience is a must.
• High Emotional Intelligence: You have the innate ability to read people and understand their needs, crucial for discerning when to encourage retention and when to respect a customer’s decisions.
• Analytical Skills: You’re adept at interpreting data and trends to inform strategies.
• Communication & Interpersonal Skills: Your exceptional communication skills enable effective and empathetic interactions with diverse stakeholders.
• Compliance Knowledge: A solid understanding of compliance and regulations in the financial services sector