Banking Specialist – Contact Centre Full Time NEW

Hours of work: Your ordinary hours will be between 8:00am – 7:00pm (Monday to Friday) operating on a rotational roster.

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.

This is a career role in regulated banking and suits people ready to step into responsibility and complexity, whether that experience comes from study, casual work, 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 environments.

If you enjoy solving problems, communicating clearly under pressure, and working in a fast‑paced, highly structured setting, 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
• 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
• 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.

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)
• 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 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)
• 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 – most recent direct manager/s

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

Applications Close

18 May 2026