Customer Operations Specialist
About the role:
As a Customer Operations Specialist, you will provide first‑level operational support to our branch network and Te Waka, helping resolve day‑to‑day queries and completing a range of centralised operational processes. You’ll assess risk, make decisions within delegated authority, and provide clear, practical guidance to enable our frontline teams to deliver positive outcomes for customers.
Our long‑term aspirations are to build strong, value‑based relationships with our customers and to ensure our people grow and develop so they are better off for having worked at The Co‑operative Bank. This role is well suited to someone who enjoys problem‑solving, managing multiple priorities, and working collaboratively across the business. This role reports to the Customer Operations Manager.
About the team:
The Customer Operations team sits within Customer Banking and plays a crucial role in supporting customer‑facing activity across the Bank. The team is responsible for centralised administration, operational processing, verification of compliance with legislative obligations, and providing support across a range of customer and operational functions. The work is varied, fast‑paced, and highly connected to teams across the organisation.
Key Responsibilities
- Act as the first point of contact for operational queries from branches and Te Waka
- Provide advice, make decisions within delegation, or escalate recommendations as required
- Support low‑level outage management, ensuring timely communication and resolution
- Complete centralised operational processing, review, and administration
- Undertake exception decisioning (within delegation) across areas including AML identification, address verification, source of funds/wealth, fee exemptions, and compensation decisions
- Process and approve Family Trust accounts and Powers of Attorney
- Identify, assess, and manage operational risks in line with the Bank’s risk appetite
- Meet service level agreements while identifying opportunities to improve processes and efficiency
- Maintain up‑to‑date knowledge of relevant regulatory requirements, including AML, AEOI, and FATCA
What we’re looking for:
- Experience in a banking, customer service, or administration environment
- Strong operational understanding of banking systems, processes, and policies (or the ability to learn quickly)
- AML or compliance experience is advantageous, but not essential
- Strong problem‑solving skills and sound judgement
- Confident written and verbal communication skills
- Ability to manage competing priorities in a fast‑paced environment
- Experience using the Microsoft Office suite
What’s In It for You
In addition to helping everyday Kiwis achieve their goals, you’ll experience the Co‑operative difference, including:
- Career development opportunities supported by a strong performance framework
- Exposure to a wide range of teams, products, and stakeholders
- Opportunities to build operational, risk, and compliance expertise
- Wellbeing leave, supportive sick leave, long‑service leave, and increased annual leave with tenure
- Access to an Employee Assistance Programme, insurance benefits, flu vaccinations, and wellbeing initiatives
- Banking benefits and discounted rates
- A values‑driven, inclusive workplace where your contribution is genuinely valued
About the company:
The Co-operative Bank is a different kind of bank. We’re 100% Kiwi owned and operated, and we’re here to change banking for good.
We’ve been operating for nearly 100 years, with a focus on helping New Zealanders get ahead financially. Our customers are at the heart of everything we do and we’re committed to helping improve the world we work, live and play in. To reflect this, we’re proud to be NZ’s first bank accredited as a Certified B Corporation. To top it off, we’re also the only bank in New Zealand that shares its profits with its customers.
Whether it’s help from one of our friendly teams, or a seamless experience with one of our digital solutions, we’ve got our customers covered. Here, no two days are the same. Our people are empowered to innovate, share ideas and let our skills take us in unexpected and exciting directions. But most importantly, we can be ourselves at work; we have fun, but still get things done.
In return for your passion and commitment to helping customers bank better, we offer a collaborative work environment, ongoing development opportunities and the privilege to work with people who are passionate about making a difference. You’ll be amazed by our non-hierarchal organisation and the ease at which you can get things done.
Diversity and inclusion are at the core of who we are. It’s reflected in our values, our commitment to B Corp and a key part of our strategy. We encourage candidates from all backgrounds and experiences to join us in our mission to grow together and share the gains.
Applications Close 10 May 2026
Applications for this role will take you to the advertisers site.
