Fraud Assist Analyst - Customer Service

NAB; City of Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

12-week training program

Hybrid work flexibility

Job summary

NAB in Melbourne is seeking a Fraud Assist Analyst - Customer Service to support customers impacted by fraud with care and confidence. You will work in the Fraud Assist team, following a structured 12-week office-based training program, then transition to flexible hybrid working in a busy contact centre.

Ideal candidates bring proven customer service experience, empathy and resilience to handle high-volume enquiries, de-escalate situations and educate customers on fraud prevention while

Qualifications

• Proven customer service experience managing complex enquiries and de-escalating challenging situations.
• Empathy, active listening and clear communication to build trust.
• Resilience and confidence for difficult or demanding circumstances.
• Experience thriving in high-volume environments with back-to-back interactions.
• Strong problem-solving skills balancing customer needs, processes and risk.
• Comfort with a highly structured schedule and roster adherence.
• Availability to complete the 12-week full-time office-based training program.
• Customer-obsessed mindset and genuine desire to help customers.

Responsibilities

• Deliver exceptional customer service via inbound phone conversations supporting customers impacted by fraud.
• Take ownership of complex situations and determine next steps for best outcomes.
• Build trust through empathy, active listening and clear communication.
• Work in a structured contact centre, maintain roster adherence and speed for customers.
• Educate customers on fraud prevention and provide accurate guidance.

Skills

Customer service

Empathy

Active listening

De-escalation

Problem solving

Resilience

High-volume environment

Roster adherence

Job description

• Help customers through some of their most vulnerable moments and make a real difference every day
• Comprehensive 12-week training program with a pathway to flexible hybrid working
• Join a customer-obsessed team delivering critical fraud support across Australia

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 - Customer Service, you will join the Fraud Assist team that's doubling down on customer obsession by supporting customers impacted by fraud and helping them navigate complex situations with care, empathy and confidence. Working quickly and with purpose, you'll take ownership of customer concerns and deliver the support they need during some of their most challenging moments.

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

• Deliver exceptional customer service while supporting customers impacted by fraud through inbound phone conversations
• Take ownership of complex customer situations and identify appropriate next steps to achieve the best customer outcomes
• Build trust through empathy, active listening and clear communication when supporting vulnerable customers
• Work within a highly structured contact centre environment, maintaining roster adherence while helping us move with speed for our customers
• Educate customers on fraud prevention and provide accurate guidance to help them feel informed, supported and secure

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

• Proven customer service experience managing complex enquiries and de-escalating challenging customer situations
• Demonstrated ability to build trust through empathy, active listening and clear communication
• Resilience and confidence supporting customers through difficult or emotionally demanding circumstances
• Experience thriving in high-volume environments and managing back-to-back customer interactions while maintaining service quality
• Strong problem-solving skills with the ability to balance customer needs, process requirements and risk considerations
• Comfort working within a highly structured and scheduled environment where adherence to rostered hours, breaks and service expectations is critical
• Availability to complete the initial 12-week full-time office-based training program
• A customer-obsessed mindset and a genuine passion for helping customers when they need support most

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.

This role operates across a Monday to Sunday roster within business operating hours of 7:00am to 11:30pm. Employees work standard full-time hours across rostered shifts. Following successful completion of the initial 12-week office-based training period, flexible hybrid working arrangements are available.

Join NAB

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.