About Us
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 – Inbound, your role is to provide an exceptional customer
service experience to our members and advisers. You will be part of a
hard-working cohesive team that prides themselves on their quality and
efficiency to consistently meet Service Level Agreements, whilst representing
the Generate brand to a high standard.
You will be the centre point of support for our members, and other essential
business units, on any general KiwiSaver / Managed funds account queries. In
this role, you will effectively build rapport and demonstrate genuine empathy
and understanding, while championing our products. It is imperative to
demonstrate best practice, whilst staying up to date with current industry
news, policies, changes, and ensuring regulatory and legal compliance is
upheld.
- Assisting member & adviser general enquiries via 0800
phone and email, in relation to KiwiSaver and Managed funds.
- Utilising a high standard customer service skillset to build
rapport, support members & advisers, whilst managing expectations
appropriately.
- Sound understanding of all KiwiSaver and Managed funds
withdrawals, Australian Super & NZ Super transfers criteria and processes.
- Problem solving member issues, liaising with appropriate
stakeholders and follow up for members.
- Assisting with member complaint handling and exemplifying
first point of call resolution.
- Support/phone management and ensuring efficiencies on process
and quality assurance.
- Actively monitoring and adhering to Service Level Agreement
(SLA) targets.
- Meeting KPI targets consistently.
- Understanding and practice of compliance codes such as
AML/CFT and keeping up to date with the developments.
About you – Are you available now for 12 months?
We are a fast-paced, agile, and innovative business that values and rewards effort and outcomes. You will thrive in our business if you are intrinsically motivated to perform, and have a growth mindset, curious and proactive in expanding your knowledge.
What else will help you succeed:
- Proven experience in customer service, relationship management and escalation
management and phone-based roles.
- Experience in roles with high volumes and managing a variety of tasks
- Strong rapport and relationship-building skills.
- Resilience is your middle name – rejection is just another step on the path to success.
- You thrive on goals, understanding that your actions drive results.
- You excel in communication, especially over the phone.
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.
- Competitive base salary, additional KiwiSaver contribution, corporate benefits, and more!
- Wellbeing benefits include health insurance and Employee Assistance Program (EAP).
- Thorough induction, ongoing training & support.
- Proactive Health & Wellbeing Committee that organises a full calendar of events and initiatives that support Social Connection, Community, and Mental Health.
Ready for your next move?
Click ‘Apply now’ and submit a CV & cover letter setting out your interest, 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 organisation.
We look forward to meeting you!
Applicants for this position should hold a valid visa to work full-time in NZ.
