Team Member, Client Support

**Work type**: Permanent Full time
**Location**: NSW- Sydney CBD
- **Place the customer at the centre of everything you do to drive the right outcomes**:

- **Fast paced environment dealing with nab trade clients daily**:

- **Exciting opportunity to grow your career path in NAB**:

- **Full-Time opportunity based in Sydney CBD**

**Responsibilities of Client Service Associate are**:
Maintain an efficient call centre by:

- adhering to their rostered schedules (benchmark of 92%)
- ensuring that 35+ client contacts are made a day
- focus on continuous improvements to processes

All interactions are focused on a great customer experience delivering customer satisfaction (benchmark of 80%) and resolving client query (benchmark of 75%) upon first contact as measured by the client. Calls are monitored and results provided according to nab trade’s call quality framework. Agents are expected to meet nab trade’s call quality standards as defined by the framework and assessed by your people leader. Promote and cross sell products and services by effectively identifying customer requirements and providing information on appropriate products and services to meet client needs. Consistent promotion is expected to obtain at least 7 value products accepted by clients in a working week.

Inbound contacts
- Effective resolution of customer account queries, technical website queries and market related queries; including product enquiries across nab trade products, and tradeable instruments including Cash, Equities and Warrants, across global exchanges.
- Provision of market information and order management
- Follow up with back-office operations teams on requested actions and administration
- First time resolution of complaints and escalation of unresolved issues to Team Leader

Outbound contacts
- Follow up with clients on technical incidents and failed trades or settlements
- Follow up on client calls requiring resolution
- Follow up with clients to ensure compliance to internal risk frameworks
- Follow up on workflows to ensure a faster turnaround of client requests

Inbound and Outbound Sales
- Promote and cross sell products and services by effectively identifying customer requirements and providing information on appropriate products and services to meet client needs

**Qualifications required**:

- RG146 accredited preferred but not essential
- ADA1 and ADA2 accreditation preferred but not essential
- Tertiary qualification in a related field preferred but not essential

**Skills Required**:

- Previous experience in a call centre preferred but not essential
- Knowledge of and/or an interest in the share market and financial services essential
- High standard of verbal communication skills
- High standard of professional written communication
- Intermediate level of computer skills, Microsoft suite
- Ability to adapt quickly to technology advances

**NAB invested in you**

NAB colleagues will be provided a unique level of education and qualification that will be an industry first in Australia and New Zealand. This qualification will further build NAB colleagues’ skills, capabilities, and confidence in order to best serve customers; and will raise the bar for professionalism within the financial services industry.

We are proud to be an equal opportunity employer and have a diverse and inclusive workforce. We are committed to gender equality and are proud of our AWEI LGBTI Gold employer status and being a Work180 endorsed employer for Women. We have committed $70bn in financing to help address climate change and provide 2 days of paid leave each year through our employee volunteering program to support community organisations.

We support our colleagues to be their best by offering a wide range of financial, lifestyle, health & wellbeing benefits. For more information, please visit here.

**Join NAB**

To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status.