Fraud Assist Analyst

NAB; City of Melbourne; Hybrid; AUD 52,000 - 62,000; Full time

Job summary

NAB in Melbourne is seeking a Fraud Assist Analyst for a frontline inbound call centre role supporting customers affected by fraud. The position is a Full-time Permanent Contract with an initial 12 weeks on-site training, followed by flexible hybrid working.

You will handle up to 40 inbound calls daily, show empathy to vulnerable customers, de-escalate complex enquiries, and provide clear information about NAB processes and products.

Qualifications

• Proven customer service experience handling complex inquiries.
• Ability to deescalate challenging situations.
• Empathetic and resilient communicator.
• Thrives in high-volume environments.

Responsibilities

• Provide excellent customer service and take up to 40 inbound calls from customers impacted by fraud.
• Treat each customer’s circumstance as unique; support vulnerable customers with empathy and professionalism.
• Ensure customers feel safe and informed by giving clear information about NAB processes and products.
• Work within a highly structured environment with fixed start times, planned breaks and call availability expectations.

Skills

Customer service

Empathy

Resilience

High call volume

Job description

• Frontline Inbound call centre role supporting NAB customer affected by Fraud
• Full-time Permanent Contract
• Hours of Shift: Monday to Sunday 7am-11:30pm depending on business demands.
• AM Rotation between 7am and 7pm
• PM rotation 11am and 11:30pm
• This is not a 12-hour shift role. The times above reflect the operating windows in which shifts may be scheduled. Employees work standard full-time hours across their rostered shifts.
• This role requires you to work Full time in office for the first 12 weeks of training, then enjoy flexible hybrid working.

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 Fraud Assist Analyst you will be part of the Fraud Assist team answering critical calls from our customers that may have been impacted by fraud.

This is a highly scheduled contact centre role, where start and finish times, breaks and daily activity are structured to ensure we can support customers experiencing fraud at critical moments.

This call centre position will see you take back to back calls from customers and other NAB staff to address fraud related concerns alongside proving education on prevention.

Each day, you'll go above and beyond to

• Provide excellent customer service to our customers and take up to 40 inbound calls from customers who have been impacted by fraud and require support.
• Treat each customer’s circumstance as unique. You will be dealing with vulnerable customers who will require empathy and understanding and for you to solve their complex circumstances and initiate next steps for a resolution.
• Make sure our customers feel safe and informed by giving them the right information about our process and products.
• Work within a highly structured and scheduled environment, including fixed start times, planned breaks and adherence to call availability expectations.

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

• Proven customer service experience with the ability to manage complex inquires and deescalate challenging situations
• You will be an empathetic and resilient communicator as well be able to support vulnerable customers with care and professionalism
• Demonstrated ability to thrive in high volume environments and can confidently handle back to back calls (40 +per day) while maintaining the quality of service.
• Comfort working in a highly scheduled environment, where adherence to rostered hours, breaks and call availability is critical to customer support and team outcomes.
• Availability to work full-time in-office for the first 12 weeks of training.

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.