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, you’ll play a pivotal role in protecting and growing one of Generate’s most valuable assets – our member relationships. This is a highly influential role where you’ll engage directly with members who are considering transferring their KiwiSaver elsewhere, helping them make informed decisions by understanding their needs and clearly communicating the value of staying with Generate.
We’re looking for someone who thrives in a performance-focused environment and enjoys the challenge of influencing outcomes through meaningful conversations. You’ll combine commercial acumen, emotional intelligence, and strong relationship-building skills to achieve retention goals while always acting in the best interests of our members.
You can expect a typical day to look something like this:
- Speaking with members who are considering transferring out and using your influencing and relationship-building skills to understand their needs and help them make an informed decision.
- Working towards retention targets and key performance indicators, while delivering an exceptional member experience.
- Analysing member feedback and switching trends to identify opportunities to improve retention outcomes.
- Monitoring competitor activity and market developments to ensure our retention approach remains effective and compelling.
- Reporting on retention performance and providing insights that support business decision-making.
- Collaborating with teams across the business to turn customer insights into meaningful improvements and retention initiatives.
What Sets You Apart
Success in this role is measured through retention outcomes, member experience, and your ability to identify trends and opportunities that help strengthen our overall retention strategy.
- Qualifications: You’ll either hold, or be willing to obtain, a Level 5 Certificate in Financial Services within six months of joining (we’ll support you through this).
- Experience: You have at least 3 years in customer retention, sales, or a related role, in the financial services sector, with a strong track record of achieving retention and customer outcomes in a target-driven environment.
- 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.
- Previous experience using Salesforce is desirable.
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.
- We offer a hybrid model that empowers you to balance work and home life seamlessly.
- Competitive base salary + bonus package paid twice a year, additional KiwiSaver contribution, corporate benefits, and more!
- Well-being benefits including health insurance, Employee Assistance Program (EAP), and discounted gym membership.
- Thorough induction, study assistance, and ongoing training & support.
- Proactive Health & Wellbeing Committee that organises a full calendar of events and initiatives that support Social Connection, Community, and Mental Health.
- Comfortable and central Auckland CBD office location.
Next Steps
If you are interested and wish to apply, please hit “Apply Now” and be sure to include your CV and cover letter setting out your interest and fit for the role.
Please note: We will begin to screen candidates before the closing date so please do not delay in applying.
Applicants for this position should hold a valid visa to work full-time in NZ.
