Customer Service Advisor

Passionate about customer service? Join NAB’s Personal Banking team.

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 with speed, We own it and We win together.

Your new role

Your career at NAB is about more than money, it's about serving our customers well and helping our communities prosper. We are currently seeking a Digital Service Advisor to assist customers via our digital platforms through authenticated channels, addressing and resolving personal banking service inquiries. This role also involves promoting and educating customers about the self-service features available in NAB Internet Banking and the NAB app.

Your main responsibilities will include:
Manage and resolve customer interactions through digital channels using a range of systems and tools to achieve a high level of customer satisfaction, embodying NAB’s core value of being customer obsessed.
Follow daily schedules to ensure correct service level coverage for customers, keeping processes simple and efficient.
Deliver customer interactions that align with the Customer Experience Guidelines, moving with speed to meet customer needs.
Manage customer feedback appropriately, use delegation authority, and record interactions in the NAB ONE system, escalating to a team leader when required, demonstrating ownership and accountability (We own it).
Adhere to policies and procedures outlined in NAB policy to ensure risk compliance.
Provide professional and ethical behaviour by ensuring compliance with external legislation, bank standards, and internal operating policies and procedures relevant to the position.
Handle conversations through the messaging platform via NAB app and internet banking authenticated channels, improving efficiency and behaviours. This includes managing a highly scheduled environment, handling 50–70 messages per day, and maintaining a KPI of 420 seconds per customer on average, working together as a team (We win together).
Maintain an appropriate level of product and process knowledge to effectively assist customers.
This is a 3 month assignment with the potential for an extension into a Personal Direct inbound call centre role. The hourly rate will be $37.13 per hour plus super. You will be working an average of 37.5 hours a week. You will be working on a rotating roster between the hours of 7 am and 9 pm Monday to Friday.

You will be required to work the occasional Saturday Shift as part of the rotating roster. The Saturday shift times will be from 8 am to 12 pm, 9 am to 1 pm or 10 am to 2 pm and this will likely be working from home.

This role will be based at 700 Bourke Street, Docklands VIC. It will be a hybrid working arrangement from home and in the office after you have completed 10 weeks of training and are fully proficient in the role. When working hybrid, it will be 3 days in the office and 2 days from home.

What you'll need to succeed

You are encouraged to apply for this role if you have:
Experience in customer service such as retail/hospitality, call centre, or banking role.
Relevant tertiary degree such as Business, Commerce, Finance, Accounting (Preferred).
Passionate about helping customers.
Proven communication skills both verbal and written, the ability to connect with customers and to assist them with their queries.
Demonstrated attention to detail.

What you'll get in return

In exchange for your commitment, you will be offered extensive training. NAB strives to deliver exceptional outcomes that push the limits and expectations of their employees.

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.



LHS 297508

Summary

Job Type
Temporary
Industry
Banking & Financial Services
Location
VIC - Melbourne CBD
Specialism
Banking
Ref:
2989587
Closing date
30 Apr 2026

Talk to a consultant

Talk to Alexander Ng, the specialist consultant managing this position, located in Melbourne
1 Melbourne Quarter, Level 9/699 Collins St, Docklands,

Telephone: 0396049612

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