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 Senior Client Relationship Manager – Inbound, you’ll play a key role in delivering an exceptional experience for our members and advisers while supporting the ongoing success of our Inbound team. This role is instrumental in helping us achieve our vision of being the number one choice for customer service.
The Inbound team is the first point of contact for our members and advisers and is responsible for responding to enquiries via phone, email and live chat across KiwiSaver and Managed Funds. Leveraging your experience and expertise, you’ll resolve complex queries, provide guidance on our products and services, and ensure every interaction delivers a seamless and positive experience.
You will work closely with the CRM Team Lead to support the development of the wider team through coaching and mentoring, contributing to process improvements, championing quality and operational excellence, and acting as a trusted escalation point, helping to build a high-performing, customer-focused team.
Your day-to-day will look something like this:
- Providing exceptional service to members and advisers via phone and email across KiwiSaver and Managed Funds
- Resolving complex member enquiries and acting as an escalation point for the team
- Managing member complaints and supporting vulnerable members with empathy and professionalism
- Coaching, mentoring and onboarding new team members
- Supporting call quality initiatives through call listening, calibration sessions and feedback
- Assisting with the implementation of process improvements and system enhancements
- Completing onboarding checks and ensuring AML/CFT and regulatory requirements are met
- Monitoring service levels, reporting and team performance metrics
- Working collaboratively across the business to deliver positive member outcomes
- Championing continuous improvement and contributing to a high-performing team culture
About You
You’re passionate about delivering exceptional customer experiences and naturally lead by example. You enjoy helping others succeed and are comfortable sharing your knowledge, coaching team members and driving continuous improvement.
You thrive in a fast-paced environment, remain calm under pressure, and take ownership of delivering quality outcomes for both members and colleagues.
In addition to the above, we are also looking for:
- Proven experience in a senior customer service, relationship management or financial services role
- Previous experience coaching, mentoring or supporting team members
- Strong knowledge of KiwiSaver and/or Managed Funds (or the ability to develop this quickly)
- Excellent problem-solving and decision-making skills
- Outstanding written and verbal communication
- A proactive, high-performance mindset with a passion for continuous improvement
- Strong organisational skills and attention to detail
- High degree of IT literacy and the ability to quickly learn new systems
- A sound understanding of compliance obligations, including AML/CFT requirements
What’s in it 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.
In return for your hard work, you can also expect many great benefits working at Generate:
- A rewarding role with ongoing growth
- Competitive base salary + bonus package
- Competitive benefits package including health insurance, discounted gym membership, additional KiwiSaver contribution, corporate benefits and more!
- Proactive Health & Wellbeing Committee who organise a full calendar of events and initiatives
- Great working hours (no weekend work)
- Ongoing training and support
- Comfortable and central Auckland CBD office location
Convinced?
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.
We look forward to meeting you!
Applicants for this position should hold a valid visa to work full-time in NZ.
