Classification:
Banking, finance & insurance
Senior Support Specialist
New Plymouth, Wellington and Auckland are the preferred locations
Permanent, Full-time
At TSB, you’ll be part of a profit for purpose organisation, that empowers and enables you to be your best and make a positive difference for the people you work with, and the communities you are part of.
About the role
This role is responsible for providing senior-level administration services within the Bank’s Banking, and Lending Administration teams, including international payments. This covers all operational responsibilities for both teams with the intention being that the role will be able to carry out a wide range of administration capabilities, slotting into the teams wherever resources are needed to deliver administrative support to internal and external customers.
A key emphasis of the role is on customer service and ensuring that processes are constantly improved in line with the Bank’s business objective to Simplify, Optimise, and Automate.
Who are you?
You'll be recognised as a subject matter expert in your field by both colleagues and the wider team, offering daily support, direction, mentorship, and training to your peers in various tasks and initiatives. You will thrive in handling any escalated customer requests from the team and ensuring they are resolved. You will be used to taking ownership of the primary responsibilities around processing data, maintaining accounts, fulfilling orders, handling payments, reconciling accounts, ensuring initial risk assessment, managing documentation, and addressing inquiries until they are resolved, all while adhering to the bank's policies and service level agreements. This will require understanding both policies and procedures to determine the purpose and then making informed decisions.
In this role, you can expect to:
Make sure the correct information is entered on the first try, while also ensuring clear communication throughout the process to deliver a high-quality experience for the customer.
Provide customers with an excellent service experience through all interactions with the Bank, making sure responses and actions are done within the set Service Level Agreements (SLAs). Be knowledgeable in all customer service processes, ensuring the complete satisfaction of customer needs in both primary and additional tasks.
Support the direct line manager in following all relevant policies and procedures to fulfil all requirements. Help with additional tasks to support clients across various support areas, adjusting as needed.
We are looking for candidates who have:
4+ years’ customer service experience service with a genuine care for delivering exceptional outcomes.
A good understanding of relevant legislation, including AML, CCCFA, and the Privacy Act.
Proven written and verbal communication
Proficient computer skills, Strong attention to detail, demonstrating an ability to maintain accuracy and data integrity
What’s in it for me?
At TSB, we’re small enough to really care about our customers but big enough to have great rates, innovative products, and digital solutions. We are looking for people to help us achieve our goal of being the easiest bank to deal with.
We aim to create remarkable experiences for our people, who in turn create remarkable experiences for our customers.
By working with us, you’ll be a part of a profit for purpose organisation. We’re 100% owned by Toi Foundation, a philanthropic trust, and our annual dividends contribute to Toi’s transformational impact in our community.
We believe that we all bring something unique to our workplace and when we are encouraged to be ourselves, TSB is stronger for it. That’s why we’re committed to supporting your wellbeing, creating space for you to be your best self, both in and out of work, and enabling you to make a meaningful difference in our communities.
If you are ready to get stuck in as part of a collaborative team where you’re supported to be your best self.... Apply Now!
Closing date for applications is Tuesday 24th September 2024
For a copy of the Job Description visit Senior-Support-Specialist---2024.pdf
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