Home Lending Advisor - Melbourne

NAB; Melbourne; Ibrido; AUD 55.000 - 70.000; Tempo pieno

Descrizione del lavoro

NAB is seeking a Frontline Inbound Call Centre Specialist to support customers with home loan servicing. This permanent, full-time role offers later shift hours (Mon-Fri 10:30–7:30pm) and an initial 12-week in-office training period before transitioning to flexible hybrid work from 700 Bourke Street, Docklands, Melbourne.

As a Home Lending Advisor within the Personal Banking team, you will assist customers with enquiries, explain products, and guide next steps with confidence in a fast-paced

Competenze

• Experience in customer-facing roles such as retail, hospitality, call centres, telecommunications, or utilities.
• Confidence working in fast-paced, high-volume service environments.
• Strong communications skills with the ability to remain calm, professional, and empathetic.
• Experience collaborating in team environments and openness 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 (late finishes up to 7:00pm).
• No prior banking experience required — full training provided.

Mansioni

• Deliver outstanding customer service across inbound calls for home loan enquiries.
• Listen actively, show empathy, and aim for first-contact resolution where possible.
• Educate customers on products, services and processes clearly and confidently.
• Accurately capture customer details, activities and outcomes in CRM/core banking systems.
• Manage customer feedback and follow up to ensure resolution.
• Participate in ongoing training, coaching and development to build product knowledge.

Conoscenze

Customer-facing experience

Calm under pressure

Strong communication

Team collaboration

Attention to detail

Adaptability to feedback

Empathy in service

Descrizione del lavoro

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 via appropriate systems and 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.

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.