Home Lending Advisor - Melbourne

National Australia Bank Ltd.; Melbourne; Hybrid; AUD 60,000 - 72,000; Full time

Job summary

National Australia Bank in Melbourne is seeking a Home Lending Advisor within the Personal Banking team to support customers with everyday home loan servicing needs, explain products, and guide them through next steps with confidence.

This is an inbound call centre role with back-to-back calls in a fast-paced environment. After 12 weeks of training in-office, you’ll enjoy flexible hybrid working at 700 Bourke Street, Docklands.

Qualifications

• Experience in customer-facing roles such as retail, hospitality, call centres, telecommunications, or utilities.
• Confidence working in fast-paced, high-volume service environments.
• Strong communication skills with the ability to remain calm, professional, and empathetic.
• Experience working collaboratively in team environments and being open to feedback and coaching.
• Strong attention to detail and comfort using multiple systems.
• Availability to work full-time in office for the first 12 weeks of training, including late finishes (up to 7:00pm).
• No prior banking experience is required—we’ll provide full training.

Responsibilities

• Deliver outstanding customer service across inbound calls, supporting customers with home loan-related enquiries
• Listen actively, show empathy, and work towards first-contact resolution wherever possible
• Educate customers on products, services, and processes in a clear and confident way
• Accurately capture customer details, activities, and outcomes in CRM and core banking systems
• Manage customer feedback via appropriate systems and follow up to ensure resolution
• Participate in ongoing training, coaching, and development to build product knowledge and capability

Skills

Customer service

Communication skills

Team collaboration

Detail orientation

Multi-system usage

Tools

CRM systems

Core banking systems

Job description

• Frontline Inbound call centre role supporting NAB customer

• Permanent-Full time | Later Shifts Mon-Fri 10:30-7:30pm

• This role requires you to work Full time in office for the first 12 weeks of training, then enjoy flexible hybrid working at 700 Bourke Street, Docklands

Our people are customer obsessed. They prioritise the needs and satisfaction of the customerabove 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.

As aHome Lending Advisorwithin ourPersonal Banking team,you’llsupport customers with their everyday home loan servicing needs, helping resolve enquiries, explain products, and guide them through next steps with confidence.

This is an inbound contact centre role whereyou’llsupport customers and internal NAB colleagues throughback‑to‑backcalls in a fast‑pacedenvironment.

Each day,you’llgoabove and beyondto:

• Deliver outstanding customer service across inbound calls, supporting customers with home loan‑related enquiries
• Listen actively, show empathy, and work towards first‑contact resolution wherever possible
• Educate customers on products, services, and processes in a clear and confident way
• Accurately capture customer details, activities, and outcomes in CRM and core banking systems
• Manage customer feedback viaappropriate systemsand follow up to ensure resolution
• Participate in ongoing training, coaching, and development to build product knowledge and capability

We’relooking for the best and brightest to deliver the best for our customers.You’llneed:

• Experience incustomer‑facingroles such as retail, hospitality, call centres, telecommunications, or utilities
• Confidence working infast‑paced,high‑volumeservice environments
• Strong communicationskills with the ability to remain calm, professional, and empathetic
• Experience working collaboratively in team environments and being open to feedback and coaching
• Strong attention to detail and comfort using multiple systems
• Availability to workfull‑timein office for the first 12 weeks of training, including late finishes (up to 7:00pm)
• No prior banking experience isrequired—we’llprovide full training.

No prior banking experience isrequired—we’llprovide full training.

A diverse and inclusive workplace works better for everyone

We know that our people make us who we are.That’swhy 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,respectedand celebrated. We are committed to providing an environment where you can work your way.