Fraud Assist Analyst

Supporting our customers when they have been impacted by fraud is critical to NAB. Every customer circumstance is unique, requiring empathy and understanding from our colleagues. We want to make sure our customers feel supported and find solutions as soon as possible. Fraud Assist is at the front line, taking calls from customers to help identify solutions to a variety of scenarios.

• Work at our stunning 700 Bourke Street office, a step away from Southern Cross Station.
• Become an expert in Fraud, expanding on knowledge in banking.
• Join a great culture, with awesome leaders and colleagues there to help continuously build your skills.

In this role, you will

• Create a positive and memorable experience for every customer by delivering an exceptional customer experience.
• Analyze and report on data related to fraud and corruption compliance programs.
• Deliver personal, easy, and effortless digital experiences for our customers.
• Ensure our customers feel safe and informed by providing them with the right information about our products and policies.
• Deliver a range of outcomes and support services within a high volume and complex working environment, managing competing priorities.
• Receive up to 40 inbound calls from customers who have been impacted by fraud and require support.

What you’ll bring

• A passion for helping customers, focusing on driving outcomes and providing much-needed relief.
• Highly developed critical thinking, analytical, planning, and organization skills that allow you to manage competing priorities and respond to emerging needs.
• An ability to work collaboratively with various stakeholders at different levels of seniority.
• A background in customer service where you have been required to drive outcomes.

HOURS :

Monday-Sunday 7am-11:30pm on rotation

Fraud Assist colleagues work on a rotating roster between these days and hours with the flexibility to work from home 3 days per week, requiring 2-3 months full-time Monday-Friday during the initial training period.

We will review applications in the new year and this role will commence on 3rd February 2025.

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.

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies are not accepted.