Customer Service Representative - Retail Banking

Kia ora! Welcome to ICBC New Zealand – A Global Bank with Local Impact

About Industrial and Commercial Bank of China (ICBC)

Founded in 1984, Industrial and Commercial Bank of China (ICBC) is the world’s largest bank by total assets, and one of the most influential and trusted financial institutions globally. ICBC has built a robust global presence, operating across 49 countries and regions. ICBC is dedicated to building a world-class modern financial institution with a global perspective and deep local insight. ICBC is committed to creating value through excellence in service, advancing innovation, and integrating social responsibility into every step of growth. ICBC plays a vital role in supporting the real economy, driving inclusive finance, empowering green development, and contributing to public welfare initiatives worldwide.

About ICBC New Zealand

Established in 2013, ICBC New Zealand is the first Chinese bank licensed to operate in New Zealand. Through ICBC’s extensive global network, we offer customized services such as account management, remittances, international settlements, corporate finance, trade finance, and mortgage loans, enabling businesses and individuals to prosper both domestically and on the global stage. Our vision is to act as a bridge between New Zealand and China, supporting bilateral trade, investment, and financial cooperation.

Why Build Your Career with ICBC New Zealand?

Joining ICBC New Zealand unlocks access to a diverse portfolio of business sectors and industry-leading clients. We offer a dynamic, professional environment for accelerated growth and opportunities for expertise enhancement. You will grow with ICBC New Zealand that invests in your future while celebrating who you are.

Professional Growth

Access our exclusive ICBC E-learning platform with a wide range of online courses, overseas training opportunities, comprehensive external and internal training courses, professional development funds, and role-related qualification support. Gain exposure to global banking practices while contributing to New Zealand’s economy and local communities.

Inclusive, Supportive Family Culture

Celebrate diversity through events and activities. Enjoy ICBC NZ Social Committee activities , team sports and recognition programmes that value every voice. As a Living Wage accredited employer, we are committed to fair and equitable pay practices. We believe our people are our greatest asset. We value every team member’s contribution, provide a supportive and inclusive work environment, and encourage personal and professional growth. Comprehensive Well-being, Medical Insurance, family-inclusive discount, and an Employee Assistance Programme (EAP) for wellness support.

Our Promise "Your ambition meets our global platform – let’s shape finance’s future together."

We’re building a team as diverse as Aotearoa itself. Whether you’re experienced or starting out, your unique perspective matters here.

Ready to make your mark?

Apply today! We welcome all backgrounds and abilities. Your potential is our priority.

Join ICBC New Zealand – Grow globally, impact locally.

Customer Service Representative   

Department: Retail Department/Queen Street Branch

Reports to: Head of Queen Street Branch

Location: Auckland CBD      

Key Responsibilities, including but not limited to: 

1. Welcome customers when they are visiting ICBC Queen Street Branch. Proactively engage and provide great customer service, by understanding the customer’s needs add value to their overall customer experience; 

2. Support establishment of new customer relationships and provide on-going services to existing customers; 

3. Proactively identify customer needs in relation to retail banking products, including multi currency account, dual currency debit card, term deposit, saving account,  home loan and online banking services; 

4. Manage customer inquiries received via phone, email, counter with great attitude and efficient manner; 

5. Support account opening, ongoing due diligence and post loan management;

6. Support growth, with excellent customer service focus and to meet sales and performance target of both individual and overall department; 

7. Operate related systems and apply efficient processes with accuracy;

8. Present a professional image and conform with all internal policies and procedures relating to the role. Maintaining an in-depth knowledge of bank products and services to provide excellent customer services; 

9.  Understand the Operational Risk framework and to ensure that the risk control processes are in place meeting compliance with relevant laws. Maintain an oversight of the key risk indicators and take action when required;

10. Adhere to the bank’s policies and procedures at all times; 

11. Other tasks assigned by the department or the bank. 

Qualifications and Requirements:

• University graduate or equivalent;

• Minimum of 1 year customer service experience, prior banking experience preferred;

• A genuine desire to help people and willing to go beyond the expected level of service;

• Excellent track record of delivering business targets, meeting customer needs and improving customer satisfaction;

• Strategic and analytical thinking, with excellent communication, problem solving, interpersonal and presentation skills; 

• Proficiency in both written and verbal languages in English and Mandarin. 

• Has eligibility to work in New Zealand. 

Due to the large amount of applications, only the shortlisted candidates will be contacted.