Customer Support Associate

Description:

We are seeking a compassionate and dedicated individual to join our Customer Support Hub Team. You will provide essential banking support and deliver high quality services to our NAB Indigenous Customer Service Line, providing service to Indigenous customers and customers living in remote communities facing vulnerability and financial hardship.

• In the role of an Associate, Customer Support Hub you will put customers at the centre of everything you do.
• Provide tailored support for our NAB Indigenous Customer Service Line, ensuring customer banking needs are met.
• We speak up on issues and invite challenge, working with respect and curiosity.

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of an Associate , you will join Customer Support Hub Team that’s doubling down on customer obsession.

Each day, you’ll go above and beyond to:

• Provide exceptional customer service by actively listening to and addressing the banking needs of our customers.
• Support customers and bankers directly through inbound and outbound calls.
• Case management support for customers experiencing vulnerability to ensure that their banking needs are met.
• Offer personalised support and solutions tailored to each customers unique situation.
• Manage and resolve customer inquiries with sensitivity and professionalism.
• Participate in ongoing continuous improvement with the lens to improve customers experience, processes, and adherence

Please note: The phone line is open from 8am – 7pm, Monday to Friday AEST. We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

• Previous experience in customer facing service roles whether that’s in person or over the phone, particularly in roles involving vulnerable populations.
• Excellent communication and interpersonal skills, with ability to build trust and rapport over the phone.
• Strong problem-solving abilities.
• Empathy, patience, and a genuine desire to help others.
• Ability to case manage complex enquires.

A diverse and inclusive workplace works better for everyone We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

For details on the recruitment process, and accessibility, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via ***********@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.