Client Service Associate

Worker Type:
Permanent
Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way."
We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.
Mō te Tūranga | About the Role
Help ensure Wealth platforms and servicing processes operate reliably, efficiently and within appropriate controls, enabling advisers to deliver positive customer outcomes.
We sat down with our …, and they let us know the following about the tūranga (role).
What are 5 day to day tasks the person in this role will complete?
Provide subject matter expertise and manage day-to-day Wealth platform operations and adviser service requests, including account administration, user access, banking and investment account activities.
Process and independently verify platform transactions in line with agreed processes, controls and service commitments.
Own adviser queries, complex cases and escalations through to resolution, providing clear guidance and ensuring follow-ups and agreed actions are actively managed.
Monitor platform service performance, recurring issues and operational risks, working with internal teams and third-party providers to resolve root causes and improve outcomes.
Maintain clear process documentation, develop and provide adviser platform training and guidance, and identify opportunities to simplify processes through automation, AI and data.
What is the tīma culture and environment like?
Our team is supportive, collaborative, and focused on continuous improvement. We help each other solve complex problems, share knowledge, and create opportunities to learn and contribute. It is a dynamic environment where ideas are valued, and people are encouraged to make a meaningful impact.
What projects / mahi (work) will the candidate be working on now and into the next year?
You’ll play a key role in the day-to-day operation of our Wealth platform, supporting advisers, managing complex service requests and helping ensure the platform operates effectively and within appropriate controls. Alongside this, you’ll contribute to platform and process improvements, adviser training, operational readiness for change, and opportunities to use automation, AI and data to simplify how we work.
What is the most exciting thing about this opportunity?
This is an opportunity to become a key subject matter expert for our Wealth platform and have a real influence on how we support our advisers and customers. You’ll combine hands-on operational expertise with problem solving and continuous improvement, helping shape better processes, stronger platform capability and simpler ways of working.
What attributes will this person display in order to be successful in this tūranga?
We’re looking for someone with a strong customer and service mindset, sound judgement and a proactive approach to solving problems. You’ll take ownership and follow through, be comfortable working through complex issues and have strong attention to detail and risk. You’ll build trusted relationships, communicate clearly with advisers and stakeholders, and enjoy sharing your knowledge through documentation, guidance, training and coaching.
Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand
This is an exciting opportunity to join us! We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it.
Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.”
Closing Date: 11 November 2026
Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.