Customer Services Specialist

About the role

This is where Avanti's customer experience comes to life. As a Customer Service Specialist, you're the voice on the end of the phone, the reply in the inbox, and the friendly face at reception — the person customers trust to sort things out and point them in the right direction.

No two days look the same. One moment you're answering a lending question, the next you're guiding a customer through a settlement, having a careful conversation about arrears, or spotting an opportunity to help an existing customer get more from their relationship with us. Behind the scenes, you'll keep the detail tidy — accurate records, post-settlement admin and the financial functions that keep everything running smoothly.

It's a busy, varied role in our Operations and Collections team, and it matters: every interaction you have shapes whether a customer stays with Avanti and recommends us to others. If you genuinely enjoy helping people and thrive when things move quickly, you'll fit right in.

What you'll be doing

• Handling inbound customer contact across phone, face-to-face, letter and email — from general enquiries to small arrears, settlements and lending questions
• Spotting lending opportunities for existing customers to build genuine long-term relationships
• Making outbound calls to collect low-level arrears
• Keeping customer service documentation accurate and in line with our policies and procedures
• Supporting post-settlement admin — including registration/discharge of loan securities and financial functions such as reversals, refunds and write-downs
• Pitching in on reception duties when needed

What you'll bring

• Experience in a similar customer service, call centre or collections role (ideally 2+ years); financial services experience a plus
• Excellent communication skills, written and verbal
• A knack for handling difficult conversations with calm and care
• Strong multitasking, time management and the ability to thrive in a fast-paced environment
• Excellent computer skills, numerical confidence and sharp attention to detail
• A problem-solver who's adaptable, self-motivated and keen to keep growing

What's in it for me?

Within the Avanti Finance Group, you can look forward to flexible and hybrid working as we offer up to two days working from home following your initial training period. We give back to our communities through our support of Duffy Books, and by offering an Annual Volunteer Day for you to use for a purpose that's close to your heart. We believe in celebrating diversity, and we also celebrate talent and development by working with you through an established capability framework that puts you in the driving seat of your development while achieving business goals. You won't find a gender pay gap here, as we have great remuneration packages but as we all know there's more to an awesome job than the money. If you are happy and fulfilling your potential, while feeling supported, valued and empowered, then that’s a win for us! Fresh fruit, My Everyday Wellbeing Memberships, and increased Kiwisaver match is there for you to feel good from the inside out.

Position description Apply now

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