Fraud Assist Analyst

3 weeks ago

Melbourne, Victoria, Australia NAB Full time
Overview

Join to apply for the Fraud Assist Analyst role at NAB.

Supporting customers who have been impacted by fraud is critical to NAB. Every customer circumstance is unique and requires empathy and understanding from our team. Fraud Assist sits at the front line, taking calls from customers to help identify solutions to a variety of scenarios.

Location: Melbourne, VIC. Based at NAB's 700 Bourke Street office, a step away from Southern Cross Station.

Contract: 12-month fixed-term; Rotational schedule from 10:00am to 10:00pm, Monday to Sunday.

Role at NAB

In this role, you will:

  • Create a positive and memorable customer experience by delivering exceptional service.
  • Analyse and report on data related to fraud and corruption compliance programs.
  • Deliver personal, easy, and effortless digital experiences for our customers.
  • Provide accurate information about our products and policies to help customers feel safe and informed.
  • Contribute to a range of outcomes and support services in a high-volume, complex working environment while managing competing priorities.
  • Handle up to 40 inbound calls from customers affected by fraud who 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 organisational skills to manage competing priorities and respond to emerging needs.
  • Ability to work collaboratively with stakeholders at different levels of seniority.
  • Background in customer service with a track record of driving outcomes.

This role requires flexibility to work Monday through Sunday from 10:00am to 10:00pm on a rotating roster.

Fraud Assist colleagues work on a rotating roster with flexibility to work from home up to 3 days per week. The initial training period is 3 months full-time, Monday–Friday, with no leave.

Diversity and Inclusion

A diverse and inclusive workplace works better for everyone. We are committed to equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with multiple Employee Resource Groups (ERGs), we foster an inclusive environment where NAB colleagues' backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

Job Details
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Finance and Sales
Industries
  • Banking
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