Senior Chargeback Specialist

• 6-month fixed-term opportunity
• B ased in Lower Hutt, Hastings, Auckland, Christchurch with hybrid work options
• Excellent benefits including wellbeing days, subsidised banking, and insurance!
  
  
  

At Kiwibank, we’re committed to protecting our customers and delivering exceptional service. We’re looking for a Senior Chargeback Specialist to join our Customer Protection team on a fixed-term basis. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving complex problems, and is passionate about coaching others to deliver great outcomes.

Kō tātou tēnei. Hei kawe i ngā mahi kia tutuki | This is us. Where making an impact matters.

As a Senior Chargeback Specialist, you’ll play a key role in managing complex chargeback cases and supporting the team to deliver timely, accurate, and customer-focused outcomes. You’ll also provide coaching and training to team members, manage escalations, and support the Chargeback Manager with daily operations and strategic initiatives.

• Manage operations around payment disputes and chargebacks on credit and debit cards, ensuring compliance with Visa regulations and scheme-mandated rules.
• Take ownership of complex cases and ensure swift, high-quality resolutions.
• Provide expert guidance and coaching to team members to build capability and confidence.
• Support the Chargeback Manager with workflow management, escalations, and continuous improvement initiatives.
• Deliver training and contribute to a culture of learning and development within the team.
  
  
  

Ko tātou tēnei. Kia hāpai i ō pūkenga | This is us. Where your expertise matters.

At Kiwibank, we will help you build on your strengths and develop new skills, but in the meantime, we would love to hear from you if you have some of the following skills and experience:

• Extensive experience in chargebacks, disputes, or financial crime operations.
• A strong understanding of Visa regulations and scheme rules.
• Proven ability to manage complex cases and deliver excellent customer outcomes.
• Experience coaching or mentoring others in a team environment.
• Strong communication skills and a proactive, solutions-focused mindset.
  
  
  

You do not need to tick every box here to be considered! Above all we are looking for someone who embodies Kiwibank’s purpose and values, (Ngā Kauwaka), and someone who thrives in a vibrant and inclusive work environment.

Tono mai |Apply Now – Join our Kiwibank team and grow your career in an environment where you can belong. Please take a few moments to complete our application form by clicking on the APPLY NOW button below. We look forward to hearing more about you.

Applications close on 18 th June. We will be reviewing resumes throughout the advertising period and may withdraw the ad at any time.

For more detailed information on the role, please see the attached Position Description: Senior Chargeback Specialist.docx

Ko tātou tēnei - Hei hāpai ake i a koe | This is us. Where you matter.

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive – we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

Ko tātou tēnei - Hei hāpai i a koe, me tō whānau |This is us. Where you and your whānau matter.

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.