Build confident, customer-focused teams through impactful training that strengthens fraud and scam prevention, capability and compliance.

• Deliver learning that builds confidence and capability.
• Equip teams to tackle fraud, scams and customer vulnerability.
• Coach colleagues and turn insights into better training.

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

As a Training Analyst, you will join the Fraud Operations team within Financial Crime and Fraud which is doubling down on customer obsession.

In this role, you’ll:

• Deliver training, assess participant performance and recommend improvements so colleagues can confidently meet core role requirements.
• Identify knowledge gaps and deliver targeted training to address them.
• Maintain competency standards for handling live fraud and scam contacts, including reassessment and remediation.
• Update training promptly in response to emerging fraud trends, control changes and regulatory updates.
• Lead post-incident and post-loss reviews, turning insights into targeted learning.
• Partner with Quality Assurance and Risk to identify gaps across quality failures, complaints, near misses and breach data.

We’re looking for customer-focused professionals ready to make an impact. You’ll bring:

• At least 12 months’ experience in Fraud Operations.
• Experience facilitating fraud and financial crime training.
• Proficiency in Articulate and SharePoint.
• Experience creating training content, preferably for fraud or financial crime.
• Understanding of adult learning principles, including the ADDIE model and Kolb’s learning cycle.
• Subject matter expertise in at least one Fraud Operations specialty, such as Cards or Digital.
• Working knowledge of scam typologies, authorised and unauthorised transactions, liability, and reimbursement decisions.
• Familiarity with the ePayments Code, anti-scam industry codes, AML/CTF and SMR obligations, and UAR and tipping-off requirements.
• Knowledge of vulnerable customer support, coercion recognition and trauma-informed conversation design.
• Ability to turn fraud intelligence and loss-event data into targeted learning solutions.

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.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options. 

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