Start your career in banking
Join a top 4 bank
Be rewarded to learn and grow
NAB is looking for customer service enthusiasts to join the Customer Care team. Apply now
Your new company
Joining NAB means being part of an organisation at the forefront of the banking industry. NAB's culture promotes excellence and collaboration, providing employees with the support and resources needed to succeed both professionally and personally.
At NAB, we are committed to helping Australians thrive - especially during periods of financial difficulty. Our NAB Care team plays a vital role in supporting individuals and businesses facing hardship, helping them regain control of their financial wellbeing with empathy, care and tailored solutions.
Your new role
NAB is looking for Customer Service enthusiasts to join their NAB Care Team within the Customer & Corporate Services Division. The NAB Care team assists customers with support with their financial circumstances, providing tailored solutions and support to help them manage their financial obligations effectively. You will work directly with customers experiencing financial difficulty due to life events such as job loss, illness, natural disasters or separation. Your primary goal is to assess each customer's situation and work collaboratively to find sustainable and appropriate solutions.
The NAB Care team's main responsibilities will include but not be limited to:
We're customer obsessed: Providing exceptional customer service and tailored hardship solutions for customer accounts in an inbound/outbound capacity, handling between 30-50 calls per day.
We keep it simple: Discussing solutions for customers' financial circumstances, and providing tailored solutions for their circumstances.
We move with speed: Working with customers to provide first-call resolution and support when they are experiencing financial stress.
We own it: Educating the customer on services which they can use to help them better manage their accounts.
We win together: Applying your problem-solving skills to be able to assist customers in their unique situation whilst taking on an empathetic approach.
Communicating with influence by negotiating arrangements with customers in sometimes adverse and complex circumstances.
Flagging and referring complex cases or customer scenarios that require extra care to one of our specialist teams.
This is a 12-month assignment with strong potential for extensions. A compulsory 7-week full-time training will be provided from the office with the potential to transition to a hybrid work model after 90 days, with 3 days in the office, 2 days from home. Your working hours will be Monday to Friday from 8 am to 8 pm on a rotating roster, with occasional Saturday shifts from 9 am to 1 pm every few weeks. Total hours worked will be 37.5 hours per week.
We strongly encourage First Nations peoples to apply.
NAB's vision for a reconciled Australia is a future where First Nations peoples have equitable access to finance and employment and where all Australians and organisations work together to build healthy, inclusive and sustainable communities. Our First Nations Careers site outlines how we are working to support culturally strong career pathways and strengthen connections with the community.
Location: You will be joining the team at 700 Bourke Street, Docklands VIC.
Hourly rate: $39.99 per hour plus superannuation.
What you'll need to succeed
Experience working or studying in industries such as financial services, financial counselling or previous hardship experience is highly favourable.
Strong customer service experience with a proven track record in a fast-paced environment.
A creative problem-solving individual who can address customers' difficult financial situations.
Prior call-centre inbound/outbound experience is preferred.
Commitment to supporting customers experiencing financial difficulty and knowing the role a bank plays.
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
Experience working or studying in industries such as financial services, financial counselling or previous hardship experience is highly favourable.
Strong customer service experience with a proven track record in a fast-paced environment.
A creative problem-solving individual who can address customers' difficult financial situations.
Prior call-centre inbound/outbound experience is preferred.
Commitment to supporting customers experiencing financial difficulty and knowing the role a bank plays.
You will be required to complete online testing to ensure the key competencies in the role are addressed. These include attention to detail, adaptability, resilience and empathy.