Senior Customer Specialist

Senior Customer Specialist
Permanent Full Time
Auckland/Wellington/New Plymouth Locations considered

About the role

This customer-oriented specialist position entails cross-functional responsibilities aimed at providing outstanding service to our TSB clients. This role will encompass both primary and secondary responsibilities, executing tasks within their area of expertise (primary) and adapting across the organisation as customer needs arise to support service operations (secondary), manage escalations, and exercise the authority to go above and beyond for TSB clients to deliver positive outcomes.

The primary duties will depend on the functional customer-facing team day to day responsibilities of the team. As a senior specialist, this role will also offer additional assistance to the leadership team, taking charge when necessary and addressing more intricate customer issues.

Who are you?

The Senior Customer Specialist is our point of contact, responsible for delivering key messages and engaging in meaningful conversations that educate and connect with our customers.  The ability to identify solutions that assist our customers in managing their financial responsibilities is crucial for this role. Having in-depth knowledge of relevant laws and previous experience in the financial industry will ensure your success in this position.

Your optimistic, proactive attitude, combined with a high degree of empathy and emotional intelligence, enables you to comprehend, express, and regulate your own emotions in constructive ways to communicate effectively with others, resolve conflicts, and provide specialised support.

Your background in card support, fraud operations, payment settlements, chargebacks, and dispute resolution processes will be vital for your success in this role. Handling escalations and having the autonomy to go the extra mile for TSB customers means that in this position, you will be the driving force. You will collaborate closely with the Fraud Analyst to monitor staff processes, customer trends, and changes in regulations, ensuring timely and pertinent guidance is communicated throughout the organisation.

In this role, you can expect to:

• Be an expert in scheme settlements, chargebacks, as well as disputed and complex card enquiries to provide best in class service for TSB customers.
• Monitor reporting generated by the Fraud Analyst to assist in understanding trends vs staff process to further improve TSB’s understanding of any potential card concerns.
• Assist the Customer Cards Manager in applying all applicable policy and procedure requirements within the Cards Operations team to meet all compliance and legal requirements. While managing escalated customer issues unable to be dealt with by the cards support staff, to provide one call resolution to complex customer issues where possible.
• Review write-off and charge back requests received each day to provide timely resolutions to customer concerns and stay aware of all transactional trends affecting TSB.
• Provide recommendations for further reporting changes or requirements to allow the Senior Fraud Analyst to produce best practice reporting and analytics for TSB.

We are looking for candidates who have:

• 2+ years of Mastercard/Visa Operations experience
• 2+ years experience in Mastercard Scheme Settlement and Reconcilliation?
• High degree of attention to detail, demonstrating an ability to monitor and meet productivity targets along with accuracy and data integrity.
• Ability to provide training and guidance to improve knowledge and performance of wider team.
• Experience in monitoring workflows and assisting the wider team in meeting agreed Service Level Agreements.

Why TSB?
At TSB, you’ll join a passionate team that backs each other, puts customers first and empowers you to make things happen. Bring your ideas, your expertise and your drive to make banking better for Aotearoa.

If you are ready to get stuck in as part of a collaborative team where you’re supported to be your best self…. Apply Now!

Applications close 5.00pm Wednesday 14th of October – applications will be reviewed as they come in

For a copy of the Job Description visit senior-customer-specialist.pdf