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:

Are you looking to be rewarded and recognised for the value you bring?
NAB is looking for Customer Service Enthusiasts to join their remediation space. This team sits within the Customer & Corporate Services Division. This team liaises with individual NAB customers on KYC and compliance documents needed to meet Austrac and KYC requirements.
The Customer Identity Management (CIM) team is responsible for customer identification remediation outcomes. The responsibilities of the role include:

• Provide exceptional customer service to NAB individual customers.
• Receive on average of up to 45 inbound calls and at times making follow-up remediation calls centred around Know Your Customer (KYC) requirements to ensure NAB has up-to-date customer information.
• To process administrative duties such as: Confirming Source of Wealth and Source of Income documents, verifying customer IDs, TFN, and related KYC documentation.
• Apply appropriate Customer Identification Procedures (ACIP) ensuring customer profiles are compliant meeting regulatory requirements in line with AML/CTF program and standards.

This is a 6-month assignment with a strong potential for further extensions. You will work on a rotating roster from Monday to Saturday. The hours you will need to be available will be from Monday to Friday, from 9 am to 7 pm and possible Saturday hours. Total hours worked will be 37.5 hours per week.

The hourly rate is $37.13 per hour plus superannuation.

What you'll need to succeed

• Having prior call-centre inbound / outbound experience is essential.
• Need to have dual monitor screens for your home office set up where applicable for hybrid working.
• Passionate about customer service and having strong resilience.
• Can authenticate customers and understand what a compliant and non-compliant customer looks like.
• Has strong attention to detail and demonstrates a sense of urgency.
• Is adaptable to change and can demonstrate flexibility.
• Demonstrates empathy when/where required.
• Familiar with Austrac and (KYC) Know Your Customer requirements is handy but not essential.

What you’ll get in return

Be in the driving seat for your career. The opportunities are limitless! This is a fantastic opportunity to join a leading bank where you’ll be supported to succeed. You’ll enjoy training and development, along with:

• Joining a collaborative team who will share your wins and successes, together shaping the future of banking.
• 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
  
  Are you ready to shape the future of banking? Click ‘apply now.’

LHS 297508