Chargeback Representative

• Excellent benefits including wellbeing days, subsidized insurance and more!
• Recruiting two roles – one permanent and one fixed term contract
• Based in Auckland or Hastings with hybrid work arrangements

This is us. Where making an impact matters.

Join Kiwibank’s Chargeback team and grow your banking career in this specialised area. As a Chargeback Representative, you will take ownership of credit and debit card payment disputes and chargeback processes.

In this role you will:

• Manage the processes and customer interactions related to card payment disputes and chargebacks ensuring delivery within SLA and legislative requirements
• Deliver positive customer interactions to internal stakeholders and external customers through professional, accurate, and timely communication.
• Investigate and assess disputed transactions, providing appropriate solutions within specified timeframes.
• Proactively escalate potential risks and manage any customer complaints and escalations
• Support your team by sharing knowledge, contributing to team goals and strategy, and fostering a positive team culture.
• Champion continuous improvement by identifying and implementing process enhancements that benefit customers and the business.
• These duties may change from time to time to meet operational or other requirements.

We are recruiting for two positions: one permanent position and one fixed term contract. The roster is Monday to Friday between 8am – 5pm.

This is us. Where your expertise matters.

At Kiwibank, we will help you build on your strengths and develop new skills, but in the meantime, we would love to hear from you if you have some of the following skills and experience:

• Confident communication with strong verbal and written skills, contact centre experience is a plus.
• An understanding of Visa Chargeback Policies or prior experience in chargeback processing.
• Knowledge of financial systems, especially NZ’s banking and regulatory framework.
• Strong analytical and decision-making skills to assess disputes and determine appropriate outcomes.
• Ability to plan, prioritise, and meet deadlines while managing customer expectations.
• Proficiency in Outlook, Excel, Word; familiarity with Power BI is advantageous.
• A collaborative team player who contributes to a safe and supportive work environment.

You do not need to tick every box here to be considered! Above all we are looking for someone who embodies Kiwibank’s purpose and values, (Ngā Kauwaka), and someone who thrives in a vibrant and inclusive work environment.

Apply Now – Join our Kiwibank team and grow your career in an environment where you can belong. Please take a few moments to complete our application form by clicking on the APPLY NOW button below. We look forward to hearing more about you.

Applications close on Wednesday 28 January. We will be reviewing resumes throughout the advertising period and may withdraw the ad at any time.

This is us - Where you and your whānau matter.

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive – we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.