Investment 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.

The KiwiSaver Support tīma (team) is a small, dedicated, back-office tīma who mahi hard to deliver exceptional administrative support and assistance to BNZ frontline staff and customers, primarily regarding KiwiSaver queries and withdrawal applications. They also provide transactional support for BNZ's YouWealth product.

This role will be suitable for you if you want to become a subject matter expert (SME) in a specialist and growing area.

You will be joining a busy tīma in a fast-paced environment, where there is always something to do and learn, and an opportunity to improve the way we do things. So, if you enjoy being busy, want the ability to take on new and additional responsibilities, and get actively involved in being part of the solution then you will thrive.

This is a permanent, full time hybrid role with three days in the office and two where you can work flexibly.

Mō te Tūranga | About the Role  

We sat down with the People Leader (who you'd report to), and they let us know the following about the role:

What are 5 day-to-day tasks the person in this role will complete?

• Processing the different KiwiSaver withdrawal applications from receipt through to payment instruction, to meet service level agreement (SLA), including peer checking, follow up, approval by our KiwiSaver Supervisor and payment by our KiwiSaver Registry.
• Providing subject matter expert (SME) information on all things KiwiSaver to BNZ frontline staff to help them with their customer queries and dealing directly with other internal and external customer requests. Plus taking ownership of issues, and working autonomously, or in partnership with our stakeholders, to achieve a satisfactory customer resolution.
• Ensuring timely completion and accurate execution of YouWealth transactions for customers.
• Prioritising and managing workflow, tīma inbox, and recording and maintaining data on customers and mahi activity for key metrics reporting and statistics purposes.
• Adherence to KiwiSaver legislation, industry guidelines, processes, and controls to ensure the customer gets the right outcome and risks are managed, whilst constantly looking for and embracing new ways of doing things which will save time, effort, reduce risks or improve the customer experience.

What is the tīma culture and environment like?

We are a friendly, close-knit tīma, willing to mahi hard and support each other, to ensure the high-volume workload is completed within SLA. We also understand the importance of taking time to be sociable and enjoy a laugh. We encourage a collaborative and inclusive environment where knowledge is shared to foster tīma development and contributions and feedback is actively sought and considered in decision making.

What is the most challenging thing about this opportunity?

Part of our role involves helping some customers who are vulnerable or are currently going through a difficult and stressful time, which requires patience, empathy, sensitivity and in some cases, resilience. Due to the nature of KiwiSaver withdrawal eligibility criteria, we will not always be able to help them or give them what they are asking for, so you must be able to have the difficult conversations whilst maintaining empathy and composure.

What do we want you to know before you apply?

Previous operational experience in KiwiSaver or another administrative role would be beneficial but not essential.

We are a busy tīma and mahi to tight deadlines, which requires an ability to mahi under pressure.  While we do not expect you to be a KiwiSaver expert at the outset, we do expect you to come with a can-do, proactive attitude and a willingness to hit the ground running and to learn and grow on an ongoing basis. Learning is very much on the job, with support from your colleagues, so you should be comfortable to mahi autonomously, in addition to being a tīma player.

What attributes will this person display in order to be successful in this role?

Attention To Detail

As you'll be dealing with high volume transactional enquiries and processing mahi with set deadlines, you will require a great deal of attention to detail and accurate data entry skills to avoid errors, combined with the ability to still mahi quickly under pressure.

Written Skills

As what we do involves a lot of written communication to customers and stakeholders, providing them with important information, explanations, and instructions, you will need very strong written skills to be able to formulate a professional response which is clear, concise, and articulate.

ADAPABILITY & WILLINGNESS TO EMBRACE CHANGE

In our environment, change is a constant, so you will have to be highly adaptable to it and can take it onboard quickly and easily.

Additionally, you will be great at prioritising and comfortable juggling more than one task at a time, and when required to help other tīma members, able to smoothly transition from one mahi area to another.

Ownership & Initiative

We are looking for someone who is committed to delivering an exceptional service and who will enjoy taking ownership to ensure that this can be achieved from both a customer and process perspective. We need someone who has the initiative to make things happen and can find the appropriate resolution, or escalation point, in any given scenario. Likewise, someone who is adept at efficiently working their way through processes, can identify potential risk, and will take time to think about and identify areas for improvement and take steps to do something about it.

The Right Attitude

This is essential and includes all of the following:

• Positive And Enthusiastic

• TīMa Player

• Solution-Orientated

• Willing to provide feedback and contribute ideas

• Self-Motivated

• Customer-First Mindset

• And finally, common sense and a sense of humour also help a lot!

PLEASE NOTE: Advertising for this role closes Tuesday 30 September at 11:59pm.

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: 30 September 2025

Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.