Client Relationship Manager

at Generate Investment Holdings Limited
Published January 17, 2024
Location Auckland, New Zealand
Category Customer Service  
Job Type Full-time  


Client Relationship Manager Generate Investment Holdings Limited location Auckland.

About us we are a proudly New Zealand-owned, award-winning KiwiSaver and wealth manager. Our mission is to educate and empower our customers to make informed financial decisions and achieve strong long-term investment performance. With a relentless focus on these goals, we are dedicated to growing Kiwis' wealth and helping them attain better financial outcomes in retirement.

At our core, we are a purpose-driven business, caring deeply about making a difference. Our passionate team plays a crucial role in bringing our mission to life. We foster a culture of idea-sharing and empowerment, encouraging our people to lead initiatives that positively impact our business, community, and members.

About The role as a Client Relationship Manager, you will play a pivotal role in delivering exceptional customer service that helps us achieve our vision of being the top KiwiSaver choice for our members. As a central point of support for our members, you'll handle queries and requests about withdrawals or deposit funds through Salesforce while ensuring strict compliance with all regulatory requirements.

Your day-to-day will look something like this processing various withdrawal or deposit requests, ensuring a seamless experience for our members while meeting tight deadlines. Proactively responding to queries from members and authorised third parties, primarily via email, with the ability to jump on calls when necessary to expedite the process.

Problem-solving and working proactively to find positive solutions for our members. Liaising with key internal and external stakeholders, including our Compliance team, solicitors, and Apex Investment Administration, to obtain compliant AML/CFT documentation.

Taking ownership of member applications from start to finish, prioritizing cases, handling complaints calmly and professionally, and ensuring timely resolutions. Participating in ongoing training and development. We are an agile business so you can expect to be upskilled regularly. Contributing to peer reviews to maintain the accuracy of processed requests.

What Sets You apart to succeed in this role, you will need to be intrinsically motivated to provide great customer service and create a seamless experience for our members. You will be process-driven and take an investigative approach to your work, ensuring you follow regulatory guidelines while seeking efficiencies.

The skills will help you succeed in this position previous experience working in an environment where you need to follow procedures and guidelines. Strong organisation and time management skills to prioritise your workload and ensure deadlines are met. Adaptability in handling unexpected situations and challenges.

High level of empathy and understanding in interactions with our members. A keen eye for detail and a basic understanding of Excel for data processing. Curiosity and proactivity in expanding your knowledge, whether that is to learn more about the KiwiSaver Act or how an internal system works.  Excellent written and verbal communication skills, adapting your message to your audience and explaining technical concepts clearly and concisely. Previous experience using a CRM or ticket system.

What would be highly desirable but not essential similar experience in a Customer Service role within a regulated industry where compliance is key. Previous experience using Amazon Connect and Salesforce would be an advantage.

Why This is The Place for you our culture is what sets us apart. We set ourselves high standards, ensuring our work environment is one where people thrive and also have fun. We invest significantly in the well-being of our people and are intentional about celebrating wins.

We offer a hybrid model that empowers you to balance work and home life seamlessly. Competitive base salary + bonus package paid twice a year, additional KiwiSaver contribution, corporate benefits, and more.

Wellbeing benefits including health insurance, Employee Assistance Program (EAP), and discounted gym membership. Thorough induction, study assistance, and ongoing training & support. Proactive Health & Wellbeing Committee that organises a full calendar of events and initiatives that support Social Connection, Community, and Mental Health. Comfortable and central Auckland CBD office location.

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