Bereavement Assistance - Auckland City, New Zealand - BNZ

BNZ

Verified Company

Auckland City, New Zealand

1 week ago

Posted by:

Jack Simmons

beBee Recruiter

Description

Ko mātou tēnei | This is Us
Our role as the Bank of New Zealand is to help navigate Aotearoa towards a better future. This means working in an energising environment built around our ngā kiritaki (customers) to help our communities prosper. If you can imagine a better future, let's find a way.

Seeking a talented
Bereavement Assistance Consultant who support next of kin or legal representatives of deceased customers.

Consultants make it easy for people faced with bereavement at difficult and stressful time by providing clear guidance and access to information on what is required to manage the deceased customer's relationship with BNZ.

Mō te Tūranga | About the Role
We spoke with the Head of Bereavement Operations (who you'd report to), and they gave us some great insight on what to expect with this tūranga (role):

What are some of the day to day tasks the person in this tūranga will complete?

Manage the endtoend process for deceased customer cases, including management of a deceased customer's products and services including payments for funerals, safeguarding account from improper use, and supporting the execution of the estate efficiently and accurately
Determine who in BNZ may be required to support the management of the estate based on the assessment of the customer's banking relationship and/or surviving partners, such as KiwiSaver Operations, Investment Services etc.
Consider surviving partners financial situation, and if vulnerable circumstances are identified, escalate and/or refer to appropriate team, such as BNZ Support team, BNZ Care
Proactively identify opportunities to improve end to end process and process documentation to make it simple for colleagues including suggestions to update and/or improve existing knowledge content or processes

What is the tīma (team) culture and environment like?

We are a team of professionals, and it can be very busy which requires excellent time management skills and a strong operating rhythm.

The team work together to focus on serving our customers brilliantly.

What is the most exciting thing about this opportunity?
To be part of a fantastic team who are focused on providing the best possible service to families, executors, and solicitors

What attributes will this person display in order to be successful in this role?
This role is well suited for those with previous experience in hardship conversations, customer service experience. It requires strong communication skills, time management skills and a good attitude. Someone who demonstrates empathy and resilience in highly charged / emotional situations.

What is your favourite thing about working for BNZ?

My favourite thing is the people, the focus on customer experience and the way the bank drives healthy work-life balance through flexibility.

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand
Applications close 7 September 2023.