Banking Specialist - Contact Centre

Location: 7 Show Place Christchurch

At Westpac Direct, our Banking Specialists support customers through meaningful, and often complex moments. That can range from everyday banking through to lending conversations, all while balancing customer outcomes with risk, compliance and responsible lending requirements.

You’ll not only respond to customer needs, but also think ahead — identifying opportunities to support customers with the right Westpac products and solutions that genuinely add value to their situation, while contributing to team and individual performance outcomes.

This is a career role in regulated banking and suits people ready to step into responsibility and complexity, whether that experience comes from study or previous customer‑focused roles. It suits people who are ready to take ownership of conversations, decisions and outcomes; whether that experience comes from banking, financial services, contact centres, or customer roles in other structured environment.

If you enjoy solving problems, communicating clearly under pressure while giving financial advise, and working in a fast‑paced, highly structured setting — and you have a natural ability to connect needs to solutions — this could be a great next step.

As a Banking Specialist, you’ll:

• Have high‑quality conversations that uncover both stated and unstated customer needs
• Identify opportunities to recommend relevant Westpac products and solutions that support customers’ financial wellbeing
• Provide banking and lending solutions across personal, home and unsecured products (within authority)
• Support customers across phone, video and digital channels
• Work within clear risk, compliance and regulatory frameworks
• Deliver on individual and team performance expectations, including quality, customer outcomes, and product conversations
• Complete accurate follow‑up to deliver end‑to‑end outcomes
• Collaborate closely with your team and draw on specialist support when needed

This role requires judgement, structure and emotional intelligence, especially when customers are stressed, time‑poor or facing financial pressure — as well as the ability to balance customer needs with appropriate and responsible product recommendations.

This role suits you if you bring:

• Experience in regulated or high‑volume customer environments
• Confidence following process, policy and compliance (even when things get busy)
• Experience handling more complex customer conversations (not just transactional service)
• Strong problem-solving and logical thinking skills to match customers with the right products or solutions
• A proactive, customer‑first mindset — comfortable identifying opportunities to add value beyond the immediate request
• The ability to balance customer experience with achieving performance expectations
• Clear, calm and professional communication
• A strong sense of accountability and follow‑through
• Availability to work fixed rosters, including Saturdays
• We invest significantly in training, product knowledge and accreditation. This role best suits people looking to build and grow a career, rather than a short‑term stop.

What success looks like in Westpac Direct

• Strong performers are known for:
• Clear, structured communication
• Genuine, customer‑focused conversations (not scripted responses)
• Confidence in recommending the right products at the right time — always in the customer’s best interest
• Consistently delivering across customer experience, quality, and performance outcomes
• Sound judgement and risk awareness
• Professional presence and inclusivity
• Reliability, resilience and consistency
• In this role, how you communicate matters as much as what you do.

Our recruitment process (high level)

We run a structured and time‑bound process to ensure fairness and momentum.

Please apply only if you can commit to the following:

• Online assessment and short video interview (if progressed)
• A brief phone conversation
• Face‑to‑face interview
• Reference checks

Late submissions and extensions aren’t available, so readiness matters.

Before you apply

This role is rewarding, demanding and fast‑moving.
Being clear upfront helps everyone succeed = including you.

If this sounds like the right next step and you’re ready to commit, we’d love to hear from you.

Ko mātou tēnei | Our Organisation
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

Tono mai ināianei! | Apply Now!

Apply today with your CV and Cover Letter. 

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities. 

Mahi tahi tātou, kaha ake tātou | Together Greater

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