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.

• Exciting opportunity to start your career in Banking at NAB.
• Engaging work environment with an open and supportive culture.
• Make a real difference to our customers and communities.

Your new role

Are you ready to be rewarded and recognised for your contributions?
NAB is looking for Customer Service Enthusiasts to join their Customer Care Team within the Customer & Corporate Services Division. The NAB Customer Care team assists customers with early to middle hardship payment arrangements by providing tailored solutions and support to help them manage their financial obligations effectively.

The Customer Care team's main responsibilities will include but not be limited to:

• We're customer obsessed: Providing exceptional customer service and tailored solutions for overdue accounts in an inbound/outbound capacity, handling between 30-50 calls per day.
• We keep it simple: Discussing potential financial arrangements and ideal payment methods for customers.
• We move with speed: Assisting with payment plans and setting up direct debit or one-time payment arrangements.
• We own it: Educating the customer about 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.
• Managing early and mid-stage accounts that have fallen overdue or are non-compliant with the terms and conditions of a contract.
• Communicating with influence by negotiating arrangements with customers in sometimes adverse and complex circumstances.
• Handling customers who can't make their debt payments whether it is credit cards, personal loans, or home loans.
• Referring cases where home loan payments are overdue by more than 90 days to Customer Care Solutions.
• Flagging and referring vulnerable customers to the Customer Support Hub, either by transferring the call or providing the contact number and sending a referral.
• Transferring accounts with unpaid credit cards or personal loans for more than 180 days to the Inhouse Recoveries team.

This is a 12-month assignment with a 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 2 days in the office, 3 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.

Location: You will be joining the team at 700 Bourke Street, Docklands VIC.

Hourly rate: $37.13 per hour plus superannuation.

What you'll need to succeed

• Strong customer service experience with a proven track record in a fast-paced environment.
• An individual who can address customers' difficult financial situations.
• Prior call-centre inbound/outbound experience is preferred.
• 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.

What you'll get in return

Take control of your career with limitless opportunities! This is a fantastic chance to join a leading bank where you'll be supported to succeed.

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.