Merchant Retention Specialist

2 days ago

Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD
- **Are you passionate about being part of a growing team focused on retaining customers?**:

- **Do you like working in a fun, passionate and supportive team?**:

- **Would you love to work from home for 2-3 days a week?**

**About the role**:
We are passionate about retaining small to medium business customers and growing their banking relationship We play a vital role in understanding our business customers to ensure they’re set up for success by tailoring solutions to suit their businesses and allowing them to manage cashflow effectively. Our vision is that every NAB customer is a full Transactional customer, because that is what sets them up for success

As a Merchant Retention Specialist, your primary purpose is to retain customers by understanding our customer’s needs for existing Transactional Banking solutions, fulfilling those needs and identify customers’ other banking needs to make NAB their bank of choice. In addition to this, you’ll be required to proactively contact merchant customers that are appearing to be at risk of defection and/or underutilising their transactional facilities.

**Typically, your days will include**:

- Building relationships with our customers on both a reactive and proactive basis so they can remain with NAB and further strengthen their banking relationship
- Effectively managing an active sales funnel, including good funnel hygiene like taking next actions/steps and maintaining the correct opportunity status in the sales cycle
- Support our customers shift towards digital adoption, improve cash management practices and help connect them across the organisation through referrals to support their ongoing and future needs
- Deliver relationship excellence by having meaningful conversations with customers
- Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified
- Meet Performance goals as set in your performance plan

**About you**:

- Customer retention experience preferred
- Outstanding communication, interpersonal and negotiation skills
- A sound understanding of transactional products and services is desired
- Comprehensive knowledge of business/commercial practices
- You need ambition, and you need to be an enthusiastic self-starter
- Ability to effectively manage conflicting priorities and competing stakeholder expectations
- A Degree in Business or Finance will be viewed highly

**We value and embrace diversity of thought, style and working arrangements to ensure our workforce is representative of the communities that we serve and that our thinking, solutions, and products are the best they can be.

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