Fraud Support Analyst - Hybrid + 12-Week Training

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

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