Specialist Operations Banker

Full job description
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.
Ko mātou tēnei | This is Us
Our role as the Bank of New Zealand is to help navigate New Zealand towards a better future, this means working in an energising environment built around our customers to help our communities prosper. This is an engaging & rewarding tūranga (role) with plenty of opportunity to ako (learn). If you can imagine a better future, let's find a way!
Mō te Tūranga | About the Role
This is an opportunity for a Specialist Operations Banker to develop & deliver BNZs support for customers affected by economic harm or experiencing other circumstances increasing their risk of vulnerability.
We sat down with our Manager - Specialist Support Team, who let us know the following about the role:
What is the team culture and environment like?
We take ownership to care for and support our customers as well as each other. We're dedicated to finding options and solutions that have a positive impact on our customers lives.
We encourage a good work life balance. We hear each other out and share what works well, as well as any challenges we face. We believe that laughter is an extremely important part of our day(s).
What are 5 day to day tasks the person in this role will complete?
Make Outbound calls/contact to customers that are experiencing economic harm.
Actively listen and capture conversations and tasks for follow ups.
Liaising with internal and external stakeholders to find the best solution and support for customers and their families.
Investigating concerns raised by internal and external stakeholders.
Connect with customers and their immediate and/or 3rd party networks and/or connect them to 3rd party organisations where appropriate.
What is the most exciting thing about this opportunity?
These roles don't come up often and we're the only team in the bank that support customers impacted by economic harm, so it is a great opportunity to learn and develop within this team.
What is the most challenging thing about this opportunity?
You will be supporting a customer's immediate and longer-term needs when facing a crisis, therefore the conversations you will be having with customers can be confronting and sometimes upsetting which can be challenging, yet also rewarding as you are helping and supporting customers in need.
What attributes will this person display in order to be successful in this role?
Empathy, compassion, a balanced approach to doing what they can for the customer with the resources available internally and externally. Being able to determine the right balance when supporting our customers and being a banker for BNZ.
Good understanding of lending principles, credit assessment and financial analysis of budgets.
Strong inter-personal skills, including the ability to communicate with customers to effectively ascertain and support them with their needs.
Experience working with people experiencing circumstances that increase their level of vulnerability.
Ability to think outside of the box and approach each situation with a curious and growth mindset
What are the requirements for this role?
Previous customer banking and lending experience. We’re looking for someone with 3 – 5 years of lending and credit experience, including preparing and analysing lending proposals.
A strong ability to complete financial analysis of budgets and support customers with financial planning.
Strong inter-personal skills, including the ability to communicate with customers to effectively ascertain and support them with their immediate and future needs.
Good knowledge of Bank policies, processes, and systems.
Understanding of relevant documentations and legislations.
Genuine empathy and the ability to relate to customers.
Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand
If you are keen 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 please review the Job Description and show your interest by submitting your application - we can't wait to read it.
Please note applications for this vacancy will close on 9 October 2025.
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: 09 October 2025
Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.

New Zealand
Auckland
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