Your new company

Working at NAB offers a unique opportunity to be part of an organisation that is at the forefront of the banking industry. NAB’s culture is designed to promote excellence and collaboration while providing employees with the support and resources they need to succeed both professionally and personally.

Your new role

Citi Australia's consumer banking business, including white-label credit card programs, was acquired by NAB. This means Citi-branded deposit, home loan, and investment accounts were closed and transferred to similar NAB-branded accounts. White-label credit card programs, where Citi issued cards on behalf of other brands, were also transitioned to NAB. You will be triaging complaints made by the customers undergoing this transition.

Daily Responsibilities:

• Triage inbound calls, connecting customers to case managers or escalating issues as needed
• Addressing unhappy customers, providing reassurance and advising them on complaint handling timelines.
• Handle redirection or reiteration of wait times.
• Escalate cases to the appropriate channels.
• Assist vulnerable or hardship-facing customers proactively.
• Manage tasks post-complaint lodgement; responsibilities do not include precomplaint processes.
• Handle calls received after complaints have been officially lodged through web online, Customer Care (CC), etc.

Responses to Specific Customer Queries:
“I haven’t heard about my complaint that was lodged 2 days ago”:
Inform the customer that assignment to a case manager is pending and provide the expected contact timeline.
o “It hasn’t been assigned to a case manager yet; they will reach out in X days”:
Confirm the status and reassure the customer about the upcoming contact.
o “I have been dealing with XX; I have just received a call; this is my complaint number; please may you put me through”:
Facilitate connection with the assigned case manager for follow-up discussions.
o “My complaint has been resolved, but I’m not happy; can I speak to my case manager again?”:
Assist the customer in reconnecting with the case manager.

Starting in the next 3 weeks, this role will be temporary (3 to 6 months). You will work at 700 Bourke Street in a hybrid working environment from Monday to Friday. Your working hours will be 8am-4.15pm and 8:45am-5pm shifts, and you will be paid $35.86 + Super.

What you'll need to succeed

To be successful in this role you will need

• Resilience

• Background in Customer Service

• Problem-Solving Mindset

• Impeccable Verbal & Written Communication Skills

What you'll get in return

Stay ahead of the curve and drive your career with NAB! This is a fantastic opportunity to join one of Australia’s Top 4 banks. As a valued member of the team, you will be offered:

• Access to NAB’s employee Staff Club benefits, which include amazing rewards and discount

• An abundance of resources to help you manage your physical health and wellbeing. This includes an Employee Assistance Program and wellbeing initiatives.

What you need to do now

Are you ready to shape the future of banking? Click ‘apply now’. As an equal-opportunity employer, we encourage applications from people of all ages, nationalities, abilities, cultures, sexual orientations, and gender identities – including Aboriginal and Torres Strait Islander peoples, the LGBTQIA+ community, and people living with disabilities-to apply.

LHS 297508