Retention Specialist

About the company

Generate KiwiSaver Scheme is a New Zealand-owned and operated KiwiSaver and wealth management business. Its purpose is to make financial guidance and socially responsible investing straightforward and accessible, so Kiwis can achieve stronger outcomes for retirement. The organisation places a strong emphasis on education, empowerment, and advice, and values people who contribute ideas and help shape positive change for members, the community, and the business.

Role overview

As a Retention Specialist, you will be responsible for safeguarding and expanding member relationships. The role focuses on engaging with members who are considering moving their KiwiSaver account, understanding what matters to them, and clearly explaining the value of remaining with Generate. It is a performance-driven position that requires you to influence outcomes through thoughtful, member-focused conversations while still acting in the member’s best interests.

Key responsibilities

• Speak with members who are thinking about transferring out and use relationship-building and influencing skills to understand their concerns and support informed decisions.
• Work toward retention goals and performance measures while maintaining a high-quality member experience.
• Review member feedback and switching patterns to uncover opportunities to improve retention results.
• Track competitor movements and market changes so the retention approach stays relevant and effective.
• Prepare retention reports and share insights that help guide business decisions.
• Partner with teams across the organisation to turn customer feedback into practical retention improvements and initiatives.

What success looks like

Performance in this role is assessed through retention outcomes, the quality of the member experience, and your ability to spot trends and opportunities that strengthen the wider retention strategy.

Requirements

• You should already have, or be prepared to gain, a Level 5 Certificate in Financial Services within six months of starting; support will be provided.
• You need at least 3 years of experience in customer retention, sales, or a similar role within financial services, with proven success in a target-focused setting.
• You bring strong emotional intelligence and can judge when to encourage a member to stay and when to respect their decision to leave.
• You can interpret data, trends, and feedback to support better decisions and retention strategies.
• You communicate clearly and empathetically with a wide range of people.
• You understand compliance and regulatory expectations in financial services.
• Experience with Salesforce would be an advantage.

Benefits

• Hybrid working arrangement that supports a better balance between office and home life.
• Competitive base pay with a bonus paid twice yearly, plus additional KiwiSaver contributions, corporate benefits, and more.
• Health and wellbeing support, including health insurance, an Employee Assistance Program, and discounted gym membership.
• Comprehensive onboarding, study support, and ongoing training.
• A proactive Health & Wellbeing Committee that runs initiatives focused on social connection, community, and mental health.
• A comfortable, centrally located Auckland CBD office.

Application details

Interested candidates should submit a CV and cover letter explaining their interest and suitability for the role. Screening may begin before the closing date, so early applications are encouraged. Applicants must hold a valid visa to work full-time in New Zealand.

Additional notes

This position is based in Auckland, New Zealand, and is a full-time role. The role is intended for candidates who are eligible to work full-time in New Zealand.