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

Are you ready to be rewarded and recognised for your contributions?
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.
Maintaining accurate case notes in line with regulatory and internal policy requirements.
Flagging and referring complex cases or customer scenarios that require extra care to one of our specialist teams.

What you'll need to succeed

What you'll get in return

• 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 (compared to not-for-profit or government organisations).
• 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 need to do now

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