Customer Specialist

• Full Time
• Application Closes 16 Jan 2026
• Taranaki - New Plymouth
• First-Line Supervisors, Customer Service

Customer Specialist
Permanent Full Time
(Auckland/New Plymouth locations considered)

As a Customer Specialist, you’ll be the first point of contact for customers, sharing important information and having meaningful conversations that connect and inform. This role focuses on delivering excellent service while supporting other areas of the business when needed.

Your main responsibility is to manage tasks in your specialist area, while also helping across the organisation to ensure smooth customer service. You’ll handle escalations, make decisions, and go the extra mile to achieve positive outcomes for our customers.

If you have experience with chargeback processing, understand cardholder dispute resolution flows and processes, and have previous MasterCard dispute experience, this role is a great fit for you!

What You’ll Do

• Handle Mastercard chargebacks through all stages, including initial chargebacks, representments, pre-arbitration, and final resolution.
• Review and investigate disputed transactions to confirm validity and ensure compliance with Mastercard rules.
• Manage dispute cases from start to finish, meeting deadlines and following required processes.
• Work closely with internal teams, merchants, and cardholders to resolve disputes quickly and effectively. Meet regulatory requirements for card operations, AML/CFT, and customer onboarding.
• Make informed decisions by reviewing policies and procedures.
• Provide excellent customer service and support for financial crime prevention.
• Act as the main contact for branches and customers for card dispute inquiries.
• Ensure accurate data entry and documentation for risk ratings.
• Meet agreed service levels for response times and actions.
• Handle escalated inquiries and aim for one-call resolutions.
• Support wider operations when needed and help apply compliance policies.

What We’re Looking For

• 2+ years in financial services administration.
• Strong attention to detail and ability to meet accuracy and productivity targets.
• Proven experience in processing Mastercard chargebacks, and all arbitration stages. 
• Strong understanding of Mastercard dispute resolution regulations and compliance requirements. 
• Excellent analytical and problem-solving skills with high attention to detail. 
• Ability to manage multiple cases and meet strict deadlines. 
• Strong written and verbal communication skills. 
• Proficiency in Mastercard dispute management systems and Microsoft Office Suite.
• Excellent customer service and communication skills.

What’s in it for me?

At TSB, we’re small enough to really care about our customers but big enough to have great rates, innovative products, and digital solutions. We are looking for people to help us achieve our goal of being the easiest bank to deal with.  

We aim to create remarkable experiences for our people, who in turn create remarkable experiences for our customers. 

By working with us, you’ll be a part of a profit for purpose organisation.  We’re 100% owned by Toi Foundation, a philanthropic trust, and our annual dividends contribute to Toi’s transformational impact in our community.  

We believe that we all bring something unique to our workplace and when we are encouraged to be ourselves, TSB is stronger for it. That’s why we’re committed to supporting your wellbeing, creating space for you to be your best self, both in and out of work, and enabling you to make a meaningful difference in our communities.  

If you are ready to get stuck in as part of a collaborative team where you’re supported to be your best self…. Apply Now! 

Closing date for applications is 5.00 p.m., Friday 16th January 2026 – Applications will be reviewed as they come in.