Nominated Representative Coach, Customer Solutions and Service

Listed 9 days Ago

Who Are You?

We are looking for a Nominated Representative Coach to join the Customer Solutions and Service team at TSB. This role will provide critical support for the coaching and development of technical product knowledge and customer advice.

The purpose of the role is to improve our customer experience by coaching Nominated Representatives to achieve and maintain the competency standard required, including but not limited to the Financial Advice Regime and their New Zealand Certificate in Financial Services Level 5. This role will work closely with frontline Nominated Representatives, by providing coaching, assistance and guidance on the Financial Advice Regime and AML.

The role is influential to ensure our customers are provided with a compliant service that is consistent and efficient and at the same time managing and limiting potential compliance risks for TSB.

To be successful in this role you will have the ability to: 

  • Materially lift the capabilities, and therefore capacity of our people, with emphasis on Nominated Reps (all frontline channels and Managers) and Aspiring Nominated Reps to meet the objectives of TSB, our customers and our regulators
  • Assist in the development and embedding of a blended learning programme encompassing process, conversation / interview and product knowledge.
  • Assist and be an ambassador for changes in the financial advice regime and other regulatory changes or identified areas for coaching. 
  • Collaborate with, and provide feedback to Risk, Capability Coaches and Learning Specialists
  • Work in collaboration with frontline leaders and the Coaches, contribute to lifting TSB coaching, leadership, and customer experience skills
  • Work in collaboration with Learning Specialists and Risk to create/develop/design resources for use to build advice capability and performance across the business
  • Ensure compliance with relevant legislative requirements including but not limited to, CCCFA, FAR and the Code of Banking Practice
  • Facilitate and lead/develop core training programmes in conjunction with learning and development. 
  • Observe, coach, demonstrate, role play; leadership activities, coaching and routines required to be successful.

Who Are We?

We’re a 100% New Zealand owned bank which cares about profit for purpose.  By working at TSB your contribution directly benefits New Zealanders because the Bank is focused on doing what’s right for our people, customers and communities.

Like our customers, our people are at the heart of everything we do, and we’re committed to developing and encouraging our people to achieve their goals both inside, and outside of our four walls.  We promote inclusion and innovative thinking and pride ourselves on the positive working environment we’ve created.

TSB is a leader in customer service, having won the Consumer NZ People’s Choice Award for Banking in 2020 making it five years in a row; and the 2019 KPMG New Zealand Customer Experience Excellence Award.

There is some flexibility around the location of this role with options for remote work, so please apply if it is of interest to you!

Applications close Friday 30th October 

Applications for this role will take you to the advertisers site.