Consultant, External Disputes Resolution

2 weeks ago

Melbourne City Centre, Australia NAB Full time

Consultant, External Disputes Resolution
- Job number: 801103
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Category: Compliance, Regulatory Risk & Financial Crime
- Work type: Permanent Full time
- Closing at: Jun 4 2025 - 23:55 AEST

**Favourite**

The External Disputes Resolution Team is focused on creating positive customer experiences through effective case management on disputes and complaints. You will demonstrate good analytical skills, attention to detail, proactive communication and an understanding of NAB's regulatory and legislative obligations to deliver fair and tailored solutions to our customers.
- **In the role of a Consultant in the External Disputes Resolution Team, you will engage with customers to understand their evolving needs and challenges.**:

- **Your new team are innovators and look for better ways to deliver.**:

- **Everyone is given the opportunity to learn, grow and achieve.**

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our 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 a **Consultant**, you will join the **External Disputes Resolution Team** that’s doubling down on customer obsession.

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

- Resolve complex customer complaints received from AFCA within a timely manner and ensure compliance with AFCA requirements.
- Work with customers to identify the underlying issues that form the basis of their complaint.
- Provide assistance to the Associates with EDR and complex cases where required.
- Proactively monitor risk and assurance requirements within agreed Risk Appetite and manage non-compliance in a timely manner.
- Contribute to improved capability and engagement of teams.

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

- Previous experience working in dispute resolution/resolving complaints and case management.
- Knowledge and understanding of Retail products and services.
- Customer focused mindset.
- Strong communication and influencing skills.
- Ability to analyse, investigate and problem solve to deliver the best outcomes for our customers.

**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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