Retention Specialist About UsWe are a proudly New Zealand-owned and operated KiwiSaver and wealth manager. We were founded on the belief that all Kiwis should have access to simple, easy-to-understand financial advice and socially responsible investments that deliver long-term profitability. Ultimately, we exist to educate, empower, and advise Kiwis, to help them achieve materially better financial outcomes at retirement.We are a business that cares about making a difference and our people play a key role in bringing our mission to life. We encourage our people to bring their ideas to the table and empower them to lead initiatives that will positively impact our business, community, and members.About The RoleAs our Retention Specialist, your passion and expertise will be the heart of our efforts to successfully retain our customers. You'll have a unique opportunity to make a real difference in their experiences, helping us build strong, lasting relationships. Your customer-centric approach and focus on our customers will be essential in creating strategies that retain them with us, playing a big part in our mission to be the top choice for KiwiSaver members.You can expect a typical day to look something like this: Spend a significant portion of your time engaging in meaningful conversations with members who are considering transferring out, using your skills to understand their needs, and, if appropriate, persuasively articulate the value of staying with Generate. Conduct thorough market research to stay ahead of industry trends and stay ahead of competitor offerings. Prepare detailed reports on retention metrics and customer feedback, providing valuable insights for strategic decision-making. Collaborate with internal teams to transform customer feedback into actionable improvements and innovate retention strategies. What Sets You ApartTo succeed in this role, you bring a combination of qualifications, experience, and interpersonal skills: Qualifications: You'll either have or be willing to obtain a Level 5 Certificate in Financial Services within 6 months of starting (we can support you to do this). Experience: You have at least 3 years in customer retention, sales, customer service, or a related role, in the financial services sector. Financial services sector experience is a must. High Emotional Intelligence: You have the innate ability to read people and understand their needs, crucial for discerning when to encourage retention and when to respect a customer's decisions. Analytical Skills: You're adept at interpreting data and trends to inform strategies. Communication & Interpersonal Skills: Your exceptional communication skills enable effective and empathetic interactions with diverse stakeholders. Compliance Knowledge: A solid understanding of compliance and regulations in the financial services sector. Desirable: Previous experience using Salesforce. Why This is The Place for YouOur culture is what sets us apart. We set ourselves high standards, ensuring our work environment is one where people thrive and also have fun. We invest significantly in the well-being of our people and are intentional about celebrating wins. We offer a hybrid model that empowers you to balance work and home life seamlessly. Competitive base salary + bonus package paid twice a year, additional KiwiSaver contribution, corporate benefits, and more! Well-being benefits including health insurance, Employee Assistance Program (EAP), and discounted gym membership. Thorough induction, study assistance, and ongoing training & support. Proactive Health & Wellbeing Committee that organises a full calendar of events and initiatives that support Social Connection, Community, and Mental Health. Comfortable and central Auckland CBD office location. Next StepsIf you are interested and wish to apply, please hit "Apply Now" and be sure to include your CV and cover letter setting out your interest and fit for the role.Please note: We will begin to screen candidates before the closing date so please do not delay in applying. Applicants for this position should hold a valid visa to work full-time in NZ. #J-18808-Ljbffr
