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.

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.

Your new role

• Manage and triage incoming complaints from various channels including email, phone, and workflow systems, ensuring they are assessed and allocated to the appropriate team for resolution.

• Triage inbound calls, connecting customers to case managers or escalating issues as needed.
• Handle redirection or reiteration of wait times.
• Address unhappy customers through inbound calls, providing reassurance and advising them on complaint handling timelines.
• Support the complaints process by initiating investigations, responding to non-complex written complaints, and managing the centralised mailbox, including lodging, escalating, or replying to customer written correspondence as needed.

What you'll need to succeed

• Prior corporate experience or call centre

• Excellent verbal and written comms
• Strong organisation and prioritisation skills
• Ability to follow strict process and structure
• Positive mindset and can-do attitude

What you'll get in return

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

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

LHS 297508