Client Care & Conduct Specialist

About NZHL Group
As a leading New Zealand-owned Financial Services Group, we help New Zealanders achieve financial freedom faster.  And those aren’t just aspirational words, that’s actually what we do.  We help Kiwis focus on strategies for paying their mortgage off faster, with practical tools and ongoing advice they need to get ahead, while still having a life. In fact, our clients are currently saving tens of millions of dollars in interest costs per year, which is pretty awesome. And to top it all off, we’re Passionately Kiwi (that’s one of our values) with over 65 locally owned franchise business across New Zealand and supporting over 220 independent financial advisers. We’re also Freedom Champions and Excellent Together (more of our values). We think this is just the beginning for NZHL Group.

About the role

This key Client Care & Conduct Specialist plays a critical role in ensuring our clients receive fair treatment and timely resolution of concerns, and our advisers are meeting our standards of professionalism and conduct.

The Client Care Specialist is responsible for the end-to-end management of client complaints and adviser conduct investigations across NZHL Group.

The role ensures concerns raised by clients, product providers (Banks, Insurers and KiwiSaver) and other stakeholders are assessed fairly and in accordance with regulatory obligations and business policies. Through effective complaint and investigations, the role helps protect client interests, strengthen adviser accountability, mitigate organisational risk, and support positive client outcomes.

The role also provides support to the Risk & Governance function as required.

Primary Responsibilites:

Complaints & Investigations

·       Manage the end-to-end resolution of client complaints and adviser conduct investigations.

·       Receive, assess, investigate, and resolve concerns raised by clients, advisers, product providers and other stakeholders.

·       Gather and analyse relevant information, documentation, and evidence to determine findings and recommend appropriate outcomes.

·       Prepare written findings, recommendations and stakeholder communications.

·       Ensure matters are managed within agreed service standards and regulatory timeframes.

·       Escalate significant conduct, compliance, reputational or regulatory risks where appropriate.

·       Support remediating activities and identify opportunities for continuous improvement.

·       Maintain accurate records, registers and audit trails.

·       Undertake root cause analysis to identify systemic issues and recommend opportunities for improvement.

Client & Adviser Experience

·       Deliver excellent service while handling sensitive and often emotionally charged interactions.

·       Demonstrate empathy, professionalism, and impartiality when engaging with clients and Advisers.

·       Seek opportunities to rebuild client trust and confidence.

·       Manage vulnerable client situations with care and sensitivity.

Compliance & Reporting

·        Ensure complaint handling and adviser conduct investigations comply with relevant legislation, provider agreements, internal policies, and dispute resolution requirements.

·        Maintain accurate complaint and investigation documentation.

·        Support external dispute resolution investigations where required.

·        Monitor trends, identify root causes and provide recommendations to improve client outcomes, controls and business processes.

·        Contribute to reporting, insight and remediation activities arising from complaints and investigations.

Risk & Governance Support

·        Support the maintenance and review of policies and procedures.

·        Assist with governance reporting, registers and risk administration activities

·        Support the implementation and monitoring of remediation and improvement initiatives.

·        Provide administrative and analytical support to the Risk & Governance function as required.

About You

You are empathetic, objective and naturally curious, with a genuine commitment to delivering fair outcomes for clients and the business.

You enjoy investigating issues, analysing evidence and making balanced decisions. You apply sound judgement and seek opportunities to improve client outcomes, processes and controls.

Your ability to communicate clearly, respectfully, and professionally across a range of stakeholders and to maintain professionalism when managing challenging conversations and emotionally charged situations will be highly valued.

Key Skills and Experience Required

Essential

·       3+ years' experience in complaints handling, conduct investigations, dispute resolution, customer advocacy, customer care, or financial services.

·       Experience within banking, insurance, lending, investments, KiwiSaver, or related financial services environments.

·       Strong investigative, analytical and problem-solving skills.

·       Excellent written and verbal communication skills.

·       Ability to assess complex information and make fair, balanced decisions

·       High attention to detail and accuracy.

·       Strong stakeholder management and relationship-building skills.

·       Proficiency with case management systems and Microsoft Office applications.

Preferred

·       Experience managing complaints referred to external dispute resolution schemes.

·       Experience investigating adviser conduct or professional standards matters.

·       Knowledge of conduct and customer outcomes frameworks.

·       Experience in risk, compliance, or quality assurance functions.

What's in it for you
You'll work in our NZHL values based, collaborative, inclusive and socially vibrant culture where everyone is friendly and happy to help, while gaining experience in a growing successful New Zealand-owned bossiness.

If this sounds like something you'd like to be a part of and a place where you could make a difference, then apply now!