Business Specialist Cvm

2 weeks ago

Melbourne, Australia National Australia Bank Full time

Business Specialist CVM - Customer Solutions & Complex Servicing

Business Specialis CVM - Cus omer Solu ions & Complex Servicing

**Job no**: 792031

**Business uni**: Business and Priva e

**Primary posi ion loca ion**: 700 Bourke S, Docklands, VIC

**Work ype**: Permanen Full ime

**Region**: VIC- Melbourne CBD
- Your daily work makes a difference o millions of cus omers
- Bring your ideas, ambi ions, and passions - bo h in and ou side of work
- Work in a collabora ive and inclusive eam environmen

I 's more han a career a NAB. I 's abou more oppor uni y, more momen s o make a difference and more focus on you.

You make NAB. You ge i done for our cus omers and our communi ies. You're laying he founda ions for NAB's fu ure success. oge her we'll grow, excel for our cus omers, and make his a workplace o be proud of. I 's a good ime o see wha more you can find a NAB as an Associa e, Small Business.

he role:
In his role, you are he primary level of suppor for our valued Small Business cus omers. You will s rive o provide a high level and quali y service o our cus omers hrough all s ages of heir business cycle and are an exper in handling cus omer enquiries & ensure servicing, simple lending & compliance ac ivi ies are comple ed o high quali y and wi hin SLA. You proac ively iden ify new business oppor uni ies hrough deep and meaningful cus omer conversa ions for bo h new & exis ing cus omer. he eam in Small Business is par of Business Direc and Small Business (BD&SB) and provides suppor o bankers and heir cus omers wi h new cus omer enquiries.

Your oppor uni y

Working from a deep unders anding of opera ional excellence principles, you relish he oppor uni y o build s akeholder rela ionships via seamless end o end delivery whils scaffolded by sys em governance and a commi men o in egri y of da a.

he role and day o day will include:

- Managing inbound phone, referrals & NUW enquiries from our BDSB cus omers & colleagues
- Au hen ica ing cus omers, checking EFLOAs o pro ec our cus omers accoun securi y, and crea e a seamless in erac ion experience if enquiries are referred on o ano her eam
- Promo e digi al channels where available & proac ively coach cus omers o uplif digi al adop ion
- Managing ambigui y & difficul conversa ions, and s ill deliver o our values o serve our cus omers well.
- Providing solu ions and unders anding he goals and mo iva ions of our business cus omers
- Mee personal sales and referral/conversion arge s wi h conversion o draw down, and aid re en ion o give value o he cus omers & pro ec and grow marke share
- Process, manage and suppor cus omers and bankers wi h applica ions u ilising NAB programs o risk and correc process.
- Mee ing NPS arge s & Cus omer Experience call compliance and quali y scores, and hold excep ional cus omer advocacy

Rela ionships ha ma er
- be successful in my role, par nering wi h o hers is crucial. I collabora e wi h:

- Business Bankers o ensure cus omer lending reques s are fulfilled and clear communica ion o suppor a seamless cus omer experience end o end
- Fulfilmen eam o con inue our cus omer produc needs journey in all s age of heir business cycle
- eam Leaders/Region Managers o ensure reques s, advice, assis ance & ins ruc ions received is a s andard and cus omer SLA is me
- Business Suppor eams o be confiden he cus omer is being connec ed o he righ people o service heir reques s
- O her Specialis eams o be confiden he cus omer is being connec ed o he righ people who can service & mee heir needs (e.g., Fraud suppor, KYC, Nab Assis, Merchan s)
- be successful in his role I need o

Demons ra e knowledge of business key issues and financial acumen, and o be able o ar icula e cus omer cen ric solu ions
- Be mo iva ed, self-driven and passiona e abou cus omers
- Have excep ional wri en & verbal communica ion, o au hen ically build rus and rappor
- Excep ional conversa ion skills, ques ioning and ac ive lis ening echniques o engage in curious bu na ural and effec ive discovery conversa ions
- Experience in working o KPI or performance-based resul s
- Have founda ions in financial acumen and he abili y o communica e in simple language wi h cus omers
- Desire o explore and es ablish a career in banking
- Evidence of working in an environmen ha requires proac ive learning and bes -prac ice sharing
- Experience in a phone-based role is desirable bu no manda ory

A diverse and inclusive workplace works be er for everyone.

A NAB, we're in en on building a cul ure we can all be proud of. One based on rus and respec. An uplif ing environmen where every single one of us feels apprecia ed and empowered o be our rue, au hen ic selves. A diverse and inclusive workplace where our differences are celebra ed, and our con ribu ions are valued. I 's a huge par of wha makes NAB such a special place o be.

More focus on you

Join NAB

If you hink his role is he righ fi for you, we invi e you o apply. If you require any reasonable adjus men s o he recrui men process or he

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