* Start your career in banking
* Join a top 4 bank
* Be rewarded to learn and grow
Ready to start your banking career as a Financial Counsellor Support Advisor? Join NAB and make a real impact
Your new company
To be successful with NAB, you will go above and beyond to achieve great results for the customer, the company and yourself. NAB is passionate about diversity and inclusion and will guarantee you are a valued member of their community. NAB's core values include, We're customer-obsessed. We keep it simple, We move with speed, We own it and We win together.
Your new role
We are seeking a dedicated Advisor to join our Financial Counsellor Support team. This role is crucial in providing exceptional service to authorised external customer representatives, including licensed debt management firms, financial counsellors, and other letters of authority (LOA). The Advisor will validate LOAs, prioritise, and complete complex requests within SLA, ensuring the highest standards of customer care. Advisors are expected to operate within their delegated commitment authority.
Responsibilities:
Manage and prioritise CRA requests received by third-party authorities.
Verify LOAs through outbound calls, handling up to 10 calls per day on average (inbound or outbound).
Support financial counsellors employed by the government to assist their clients via calls and emails.
Authorise and manage LOAs, including NAB Universal Workflow (NUW) hardship applications, general enquiries, and requests for information on accounts in collections (cards, personal loans, home loans).
Handle AFCA cases, read CRE reports, and manage related requests.
Perform peer review checks and conduct case file reviews.
Assist retail customer care in Hardship, taking up to 15 inbound calls at certain times to support the Hardship team.
Engage stakeholders across relevant areas (Resolve, Notices, Retail Customer Care) as required.
This is a 12-month assignment with a strong potential for further extensions. You will be provided with 37.5 hours of work each week. The hourly rate is $37.13 per hour plus super.
What you'll need to succeed
Call centre hardship experience is essential.
Passionate about customer service outcomes and having strong resilience.
Has strong attention to detail and demonstrates a sense of urgency.
Is technologically savvy and able to use multiple systems in one go.
Demonstrates empathy when/where required.
Is adaptable to change and can demonstrate flexibility.
What you'll get in return
Be in the driving seat for your career, the opportunities are limitless This is a fantastic opportunity to join a leading bank where you'll be supported to succeed. You'll enjoy training and development, along with:
Joining a collaborative team who will share your wins and successes, together shaping the future of banking.
You will be offered extensive training. NAB strives to deliver exceptional outcomes that push the limits and expectations of their employees.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
Desired Skills and Experience
What you'll need to succeed
* Call centre hardship experience is essential.
* Passionate about customer service outcomes and having strong resilience.
* Has strong attention to detail and demonstrates a sense of urgency.
* Is technologically savvy and able to use multiple systems in one go.
* Demonstrates empathy when/where required.
* Is adaptable to change and can demonstrate flexibility.