Business Customer Representative

NAB; City of Melbourne; Hybrid; AUD 50,000 - 60,000; Full time

Benefits offered by this job

Extra annual leave

LinkedIn Learning access

Colleague banking benefits

Flexible working options

Job summary

NAB is seeking a customer-obsessed Business Customer Representative to join the Business Care team in Melbourne. You will be the first point of contact for NAB business customers, helping them navigate challenges and deliver exceptional service experiences that build trust and lasting relationships.

Daily duties include taking inbound calls, understanding customer needs through active listening, and using multiple systems to resolve inquiries efficiently.

Qualifications

• Customer-first mindset and passion for exceptional service.
• Excellent communication and rapport-building with diverse customers.
• Strong active listening to understand needs and provide tailored solutions.
• Good problem-solving ability and confidence handling complex inquiries.
• Proficient use of technology and multiple systems in a fast-paced environment.
• Resilience and adaptability to challenging customer interactions.
• Experience in retail, hospitality or contact centres is valued.

Responsibilities

• Take inbound calls from business customers and resolve inquiries quickly and professionally.
• Use active listening and questioning to understand needs and identify solutions.
• Navigate multiple systems to investigate inquiries and deliver simple, effective outcomes.
• Take ownership of customer issues and coordinate follow-up as needed.
• Build strong relationships by delivering empathetic, accountable service.

Skills

Customer focus

Active listening

Communication

Problem solving

Empathy

Resilience

Relationship building

CRM systems

Tools

CRM systems

Job description

• Launch your career with full training, ongoing coaching, access to leading learning platforms and clear pathways to grow your career across NAB.
• Enjoy benefits that support your wellbeing and lifestyle, including an extra week of annual leave, flexible working options and exclusive colleague banking benefits.
• Help real businesses solve real problems every day, delivering outstanding customer experiences while building valuable communication, problem solving and relationship management skills.

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 Business Customer Representative you will join the Business Care team that’s doubling down on customer obsession and owning it.

As the first point of contact for NAB business customers, you'll help customers navigate challenges, solve problems and deliver exceptional service experiences that build trust and long lasting relationships

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

• Take inbound calls from business customers and resolve enquiries quickly, accurately and professionally.
• Use active listening and strong questioning skills to understand customer needs and identify the right solution.
• Navigate multiple systems and processes to investigate enquiries and deliver simple, effective customer outcomes.
• Take ownership of customer issues, working with pace and purpose to resolve problems or coordinate follow up where required.
• Build strong customer relationships by delivering service with empathy, accountability and a genuine commitment to helping businesses succeed.

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

• A customer first mindset and a genuine passion for delivering exceptional customer experiences.
• Strong communication and relationship building skills, with the ability to build trust and rapport across a diverse customer base.
• Excellent active listening skills and the ability to understand customer needs and provide tailored solutions.
• Strong problem solving capability and confidence working through complex enquiries while balancing customer and business outcomes.
• Confidence using technology and navigating multiple systems simultaneously in a fast paced environment.
• Resilience, adaptability and the ability to remain calm and focused during challenging customer interactions.
• Experience in retail, hospitality, contact centres or other customer facing environments is highly regarded. Banking experience is not required.
• Availability to work a rotating roster between Monday and Friday, 8:00am and 8:00pm.
• Ability to attend in office training for the first six months. Once competency has been demonstrated, you will transition to a hybrid working arrangement.

Next Steps for this role:

You may be required to complete an online assessment and digital interview which will require you to submit video responses.

• An extra week of paid annual leave each year ("You Leave", where eligible), in addition to annual leave.
• Complimentary access to LinkedIn Learning, Udemy and Coursera to support your professional development.
• Exclusive colleague banking benefits, including discounted rates and offers on selected banking products.
• Access to flexible working options designed to support work-life balance.

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.

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