Customer Service Representative

About the Role:

This role is the first point of contact for originator, shareholder, and customer phone calls and emails, delivering prompt, professional, and high-quality support across customer service, sales, credit, and system-related queries. With customers at the heart of everything we do, this position plays a uniquely connected role - bridging our wider National Office teams with originators and customers, and creating a service experience that no other team delivers

Responsibilities

• Respond promptly and professionally to customer inquiries via phone and email.
• Understand the needs of customers and originators, ensuring a high level of satisfaction.
• Build and maintain strong, lasting relationships with customers, originators, and shareholders.
• Accurately record and manage all customer interactions and follow-ups.
• Achieve individual and team KPIs that support MTF’s strategic objectives.
• Provide effective solutions and support to both customers and originators.
• Take ownership of issues and see them through to resolution.
• Proactively identify opportunities for improvement and contribute to positive change.
• Ensure all activities comply with relevant legislation and internal policies.

What We’re Looking For

• Outstanding customer service skills and the ability to build genuine rapport.
• Excellent written and verbal communication skills.
• Resilience and composure in high-pressure situations.
• A strong team player with a collaborative approach.
• Exceptional time management and the ability to prioritise multiple tasks.
• Flexibility and adaptability to handle a wide range of customer interactions.

What You’ll Get in Return

• Access to incentive schemes that reward both personal and business success.
• The opportunity to be part of an iconic Kiwi brand with a bold vision to become New Zealand’s favourite finance provider.
• A dynamic, supportive work culture where you’re valued and encouraged to grow.
• Continuous learning and development, including on the job, peer-to-peer coaching, and tailored support.
• A meaningful career with MTF – where your work makes a difference every day.

Sound like you?

Apply now and be part of our journey to redefine finance in New Zealand! Candidates should apply online an updated CV and cover letter; however, a full job description is available upon request from our People and Capability team [email protected].

Did you know?

Studies show women and people from diverse backgrounds may not apply for jobs if they don't tick every box on the job advertisement.

If you're keen on any role at MTF Finance but feel like you're not a 100% match, don’t worry! We still want to see your unique spark, so go ahead and apply. We appreciate varied perspectives and believe every individual brings something special to our team. In a nutshell - we want you to work here because you’re you!

Our recruitment process is fair and inclusive and just like most things in life, a one-size-fits-all approach doesn’t fit most. We think that approach is 'meh' anyway. If you need any special arrangements or a little extra support during your journey with us, that’s okay – just let us know either in your application or when you’re chatting with one of our lovely People and Capability team members.

We can’t wait to hear from you Candidates must possess a New Zealand Driver Licence and the legal right to full-time work in New Zealand. Any offer of employment is subject to clear reference checks, credit reporting and police record checks. Be advised that only those candidates shortlisted will be contacted.