Fraud Support Specialist - Inbound Calls

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

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.