Customer Service Consultant

How to use this kit

Ground every answer in facts on this page and the original listing. We never invent Glassdoor-style reviews or salaries that are not in our data.

Interview prep

• Walk through resolving a billing or account complaint and how you confirm the fix.
• Explain how you document calls and escalate sensitive banking issues.
• Give an example of clarifying product details and arranging next steps for a customer.

Fit summary

Strong fit if you communicate clearly, stay organised with records, and stay calm with banking customers who need accurate answers and follow-through.

Day in the role

As a Customer Service Consultant at Heartland Bank, your day centres on helping customers with products, accounts, and issues by phone or in person. Typical work includes logging inquiries and complaints, confirming fixes were applied, following up on investigations or adjustments, quoting charges or arranging billing, and updating records or service orders in bank systems.

Skills to emphasize

• HubSpot Academy — Customer Service Fundamentals (free)
• Alison — Customer Service courses (free to learn)

FAQ from this listing

Is this role remote?

The listing marks it as on-site in New Zealand, not remote.

What does the work involve day to day?

Customer contact, logging interactions, confirming resolutions, and processing account or service changes—framed here for Heartland Bank.

Which free training maps to this family?

HubSpot Academy Customer Service Fundamentals (free) and Alison customer service courses (free to learn).

Occupation tasks (O*NET)

Public-domain labor data — prepare examples for 2–3 of these.

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

O*NET source

Role overview (listing rewrite)

CUSTOMER SERVICE CONSULTANT Role Overview Kia ora! Heartland Bank in New Zealand is seeking a dynamic Customer Service Consultant to join our team in Newmarket. As part of our Consumer Services department, you will be responsible for delivering exceptional customer service experiences to both internal and external clients. Responsibilities Provide excellent service to consumers through various channels including phone, email, and in-person interactions. Resolve customer inquiries and complaints efficiently and effectively. Assist with the onboarding of new customers by providing necessary information and support. Collaborate closely with other team members to ensure seamless service delivery. Skills & Qualifications Excellent communication skills, both verbal and written. Strong problem-solving abilities and the ability to handle high-pressure situations. Prior experience in customer service or a related field is preferred but not mandatory. A proactive attitude and willingness to learn new systems and processes. Working at Heartland Bank At Heartland Bank, we pride ourselves on delivering the best possible customer experience. Our team environment is supportive and collaborative, with a focus on continuous improvement and personal growth. As a Customer Service Consultant, you will be part of an enthusiastic and dedicated group committed to excellence in service. How to Apply If this role sounds like your next step, we would love to hear from you! To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there. We look forward to welcoming you to our team!

Full job on Get A Job.AI

Questions to ask them

• What does success look like in the first 90 days for this role?
• How is the team structured, and who would I work with most?
• What tools and systems does this role use daily?
• Is the work primarily based in New Zealand, hybrid, or fully remote?