Team Culture Important? Join the NAB Assist Team today, where you are supported throughout your career growth!
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 at speed. We own it and we win together.
Starting 16th June 2025, you will be assigned to the fantastic Docklands location for a 12-month period. The offered salary is $35.68 per hour plus super. A compulsory 7-week full-time training will be provided in the office with the potential to transition to a hybrid work model after 90 days, with 2 days in the office. 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. This is a temporary role with no paid leave.
Your new role
In your newly appointed role, you will have the opportunity to deliver exceptional customer service to NAB's esteemed clientele. Moreover, you will be responsible for managing early and mid-stage accounts that have encountered difficulty meeting their payment obligations or are non-compliant with the terms and conditions of their contract. Your primary focus will be to engage in constructive discussions regarding potential hardship arrangements, whilst simultaneously imparting valuable knowledge to customers on how to effectively maintain their accounts despite financial challenges.
As a Customer Service Specialist for NAB, your main responsibilities will include:
* Providing exceptional customer service and tailored solutions for overdue accounts in an inbound & outbound capacity
* Discussing potential hardship arrangements and ideal payment methods for customers
* Educating the customer about services which they can use to help them better manage their accounts.
* Applying your problem-solving skills to be able to assist customers in their unique situation whilst taking on an empathetic approach
* Manage early & mid-stage accounts that have fallen overdue or are non-compliant with the terms and conditions of a contract.
* Communicate with influence by negotiating arrangements with customers in sometimes adverse and complex circumstances.
* Build working relationships with bankers, NAB Assist Customer Care, and assist in coming up with payment plans and setting up direct debit or one-time payments, etc.
* Opportunity for upskills in hardship and business accounts, exposing you to different areas of our department and expanding your future job opportunities
What you'll need to succeed
To be considered for this role, you will need to have the following:
* Excellent verbal and written communication skills and a good understanding of customer needs.
* Experience in understanding the pain points and challenges that everyday customers experiencing hardship are facing
* An individual who can address customers' difficult financial situations
* 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.
* Interest in banking
* Strong customer service
* Call centre experience highly desirable
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to shilpa.dhanothia@hays.com.au, or call us now.