Funds Specialist

About the role

As a Funds Specialist in the Customer Engagement – Funds Management team at ANZ, you will help protect and grow customer value across KiwiSaver and investment products. You will lead targeted retention and engagement initiatives, using proactive outreach to reduce attrition and improve long‑term financial outcomes for our members.

Key responsibilities

• Conduct outbound calls to existing customers to drive retention and support their KiwiSaver and investment goals.
• Deliver personalised, needs‑based conversations, providing light financial guidance and education within regulatory frameworks.
• Flexibly handle inbound enquiries to maintain service continuity and a high‑quality customer experience.
• Collaborate with product teams to refine campaign strategies and improve retention results.
• Maintain up‑to‑date knowledge of KiwiSaver, investment products and market conditions.
• Ensure all interactions comply with regulatory and compliance requirements.
• Capture insights from calls and identify opportunities to enhance customer value.

Required profile

• Working towards or willing to complete the NZ Certificate in Financial Services – Investment Strand.
• Strong communication and influencing abilities with a focus on building trust.
• Experience delivering customer‑focused conversations and explaining financial concepts clearly.
• Background in retention, outbound engagement or customer‑facing roles, preferably in financial services.
• Confidence to provide financial guidance within defined frameworks while meeting regulatory standards.

Required skills