Customer Resolutions Specialist

Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our kaimahi (employees) who have a deep understanding of agriculture and are committed to adding long-term value for our clients.

Our purpose is clear of growing a better New Zealand together. Our commitment to our employees and customers is at the heart of everything we do.

We are seeking a Customer Resolutions Specialist to join our Customer Resolution team and help us continuously improve the way we support and listen to our clients.

About the role | Mō te tūranga

This role is ideal for someone passionate about customer advocacy, quality outcomes, and strengthening processes to prevent future issues.

As a Customer Resolutions Specialist, you will play a critical role in ensuring fair, efficient, and meaningful outcomes for customers across all business units in New Zealand. You’ll manage escalated complaints end‑to‑end, analyse customer insights to identify emerging themes, and partner with the business to drive improvements that enhance the overall client experience.

You’ll work closely with the Senior Manager Customer Resolutions , act as a subject‑matter expert for staff using the Customer Feedback Management system, and contribute insights that help shape reports for senior leaders

What You’ll Be Doing

• Manage and resolve complex escalated complaints in a fair, timely, and customer‑centred manner.
• Analyse customer feedback and complaint trends to identify systemic issues and drive meaningful improvements.
• Review and maintain the quality of data captured in the Customer Feedback Management system, supporting staff with training and guidance.
• Prepare clear, insightful reporting for senior leaders.
• Represent the customer voice across cross‑functional projects, influencing policy, process, and control enhancements.
• Support teams dealing with vulnerable customers, ensuring accurate records and appropriate care.

About you | Ō pūkenga

To thrive in this role, you’ll bring a blend of technical capability, customer empathy, and a commitment to continuous improvement.

• Strong experience in complaints handling, customer experience, or risk & compliance (preferred).
• Exceptional communication and problem‑solving skills.
• Ability to analyse data, identify themes, and translate insights into practical improvements.
• A collaborative approach, with confidence managing sensitive or complex customer situations.
• Passion for improving customer outcomes and influencing positive change across an organisation.

In return we can offer you:

This is a fantastic opportunity to join a values-driven organisation with an ambitious growth strategy. We have a workplace culture that our people are proud of, where we embrace inclusion and belonging and strive to deliver positive experiences for our people and clients. 

In addition to a competitive salary, we offer a range of perks and benefits, including personal and professional development opportunities, health and wellbeing initiatives, additional leave benefits, a flexible workplace and insurance and financial benefits. 

Applications close Monday 13 April 2026

If you are interested in Growing a better world together, please follow the link and apply online or visit www.rabobank.co.nz./careers. 

Our Values | ō mātou uara

Rabobank believe embracing inclusion, equity and belonging delivers positive experiences for our people and clients.  Our great working conditions, broad learning and development programmes and the opportunity to work together for the greater good are reasons why our employees love working here.

At Rabobank New Zealand, we are committed to our values; we are client-driven, we take responsibility, we are professional and cooperative.   We have an open culture, where you can be yourself and be valued for who you are.  All qualified applicants will receive consideration for employment without regard to ethnicity, sex/sex characteristics, gender (Inclusive of all genders), gender expression, sexual orientation, religion, disability, age, or other diversity characteristics not mentioned.  We are proud to be an equal opportunity employer. Together, we can grow a better world.