Supporting our customers when they have been impacted by fraud is critical to NAB. Every customer circumstance is unique, requiring empathy and understanding from our colleagues. We want to make sure our customers feel supported and find solutions as soon as possible. Fraud assist is at the front line, taking calls from customers to help identify solutions to a variety of scenarios.  

• a 12-month fixed term contract, rotational work schedule: 10:00am until 10.00pm M-S
• Based at our stunning 700 Bourke Street office, a step away from Southern Cross Station 
• Become an expert in Fraud, expanding on knowledge in banking. 

In this role, you will  

• Create a positive and memorable experience for every customer by delivering an exceptional customer experience. 
• Analysing and reporting on data related to fraud and corruption compliance programs.
• Deliver personal, easy and effortless digital experiences for our customers. 
• Make sure our customers feel safe and informed by giving them the right information about our products and policies. 
• delivering a range of outcomes and support services, within a high volume and complex working environment, and the need to manage competing priorities.
• Receiving up to 40 inbound calls from customers who have been impacted by fraud and require support. 

What you’ll bring  

• A passion for helping customers, focusing on driving outcomes and providing much needed relief. 
• highly developed critical thinking, analytical, planning and organisation skills that allow you to manage competing priorities and respond to emerging needs.
• An ability to work collaboratively with various stakeholders at different levels of seniority.
• Background in customer service where you have been required to drive outcomes. 

This role required you to be flexible to work Monday through to Sunday from 10:00am until 10.00pm on rotation and the start date is 15th of September.

Fraud Assist colleagues work on a rotating roster between these days and hours with flexibility to work from home 3 days per week, requiring 3 months full time Monday-Friday during the initial training period with no leave. 

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 www.nab.com.au/about-us/careers/apply-for-job.  To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@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