Officer, Complaints Classification

3 days ago

Melbourne City Centre, Australia NAB Full time

Officer, Complaints Classification
- Job number: 801389
- Primary position location: VIC- Melbourne CBD
- Primary position location: VIC- Melbourne inner
- Category: Banking & Financial Services
- Category: Business Banking
- Category: Compliance, Regulatory Risk & Financial Crime
- Work type: Fixed term Full time
- Closing at: Jun 26 2025 - 23:55 AEST

**Favourite**

- **In the role of an Officer, you will simplify complex processes to make customer experiences simple, fast and easy**:

- **You will bring your experience to drive engagement & motivation across the team**:

- **12 months fixed-term opportunity**

Our people are who make the difference for our customers through their interactions. Our customer mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of **Officer, Complaints Classification**, you will report to **Team Leader Complaints Classification**. It is an exciting time to join our **Customer Resolution & Remediation** team that’s doubling down Customer Obsession.

**Each day, you’ll go above and beyond to**:

- Read and review customer complaints to allocate the data into categories for analysis.
- Demonstrate ongoing commitment to continuous improvement of processes to optimize team performance.
- Provide assurance of classification accuracy.
- Select UCS (unique complaints scenarios) to fit in with customer’s complaints & feedback
- Data entry and other relevant Adhoc reporting/duties

**We are looking for the best and brightest to deliver the best for the customers. You’ll need**:

- Proven banking experience in a customer service or administrative role
- Strong work ethic
- Strong attention to detail
- High energy individual with the ability to problem solve
- Effective communication skills
- Good understanding of customer needs
- Ability to work within a team environment and autonomously

**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.

**Join NAB

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