Banker - Customer Connection Hubs (Aug 2023)

Ko mātou tēnei | This is Us

At BNZ we are committed to being the Bank for New Zealand. That means we are focusing on our customers, continually improving the way we do business, and providing great leadership. Our oranga (wellbeing) is a priority at BNZ - we look after each other and you can always bring your whole self to work. If you can imagine a better future, let's find a way!

Mō te Tūranga | About the Role

We have several opportunities for entry level bankers to join our Customer Connections Hubs starting in August 2023. If you are based in Tāmaki-makau-rau (Auckland), Kirikiriroa (Hamilton), Te Whanganui-a-Tara (Wellington) or Ōtautahi (Christchurch), have at least two years of strong customer service experience & a real passion for a career in banking, this could be the role for you! No previous banking experience is required, however, as you'll be working on the phone with our customers previous contact centre experience is highly valuable.

You'll spend time with each customer on the phone, helping to solve their reason for calling. This could include forgetting their pin, being unable to access online banking or needing general banking advice. Eventually, you'll be able to assist customers with their home lending needs.

This role requires flexibility to work various shifts that will be between 8am and 8:30pm from Monday to Friday, and 9am to 5pm Saturday & Sunday. Schedules could include evening and/or weekend shifts with some rotating weeks/days within the month. We are also looking for individuals who can commit to working 3pm to 11pm shifts.

We sat down with the Head of Consumer Central who gave us some more information about the role:

What will the first three months look like?

The first 3 months in the role will be dedicated to learning and then embedding the tools of the trade. You will spend time with our Learning and Development team; learning about our business, products, policies, systems and processes. 

Beyond this you will then spend time with our Nesting crew who will support with enhancing conversation skills, putting in place an operating rhythm and then pulling it all together to have engaging and authentic conversations with our customers to help solve their enquiries.  

Once you've got things down pat, you'll then step across to your permanent team where you will continue your learning aided with Real time support chats and regular coaching by your local Team Manager.

What is the most exciting thing about this opportunity?

Our Banker Career Accreditation Pathway (BCAP) framework is a fantastic opportunity to kickstart your retail banking career with continuous support and ongoing development opportunities. BCAP enables our Bankers to advance their career through self-paced learning (increasing your remuneration along the way!), where progression is based on skills and capability, not tenure or experience.

Our BCAP pathway is only the beginning of your career journey, as it opens doors to progress into roles such as Small Business Managers, Senior Associates, Commercial and Agribusiness Partner, Home Loan Partners, and more!

What is the team culture and environment like?

BNZ is incredibly inclusive, welcoming, and supportive. We value ambition, a drive for helping our customers achieve their goals, whilst also being focused on your own personal growth!

Our teams are highly diverse and come from a wide range of backgrounds including retail, hospitality, financial services, and more; but what connects us is our passion for delivering exceptional customer service. If you put customers first, we know you'll thrive at BNZ.

What is the most challenging thing about this opportunity?

The most challenging thing about this role is the continuous need to multi-task, learn quickly, and be change-ready. We work in an extremely fast paced environment and there will be multiple things needing your attention each day. We need someone calm, communicative, and level-headed who can juggle multiple tasks at once.

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

If you are keen to join a fun organisation where we are proud of our culture and how we are helping New Zealanders to 'Find their way', then please review the Job Description and show your interest by submitting your application - we can't wait to read it.