Officer, Early Resolution

1 week ago

Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD, VIC- Melbourne inner

- **Opportunity to learn and grow as part of developing the career you want**:

- **Be part of a highly engaged team committed to diversity and flexibility**:

- **Join a team that's invested in you**

**A career that gives you more**

**Key responsibilities will include**:

- Manage complaints lodged by customers and frontline bankers start to end using PEGA
- Log and manage all complaints in accordance with PEGA Processes and Protocols
- Take ownership for resolution of all complaints received - both phone calls and written complaints
- Provide support, coaching and advice to frontline and CCC staff on complaint management and iCare usage
- Provide feedback and guidance on escalated complaints where appropriate and highlight emerging sources/drivers of complaints
- Provide feedback to NAB’s back office (e.g. product/system owners) to prevent systemic issues
- Resolution of complaints that involve write-offs / ex-gratia payments

**What you will bring**:

- Excellent communication skills with a strong customer focus
- Capability in handling high volume and challenging work
- Effortless ability to manage and prioritise case load
- Maintain broad yet detailed knowledge of NAB Products, Processes, Policies and Procedures.
- Develop a clear understanding across NAB, that an effective culture of dispute resolution is pivotal to a truly focused customer service organisation

**A diverse and inclusive workplace works better for everyone.**

At NAB, we are intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It is a huge part of what makes NAB such a special place to be.

**More focus on you**

We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. To learn more, visit the Benefits of Working at NAB page on our website.

**Join NAB**

Please note unsolicited CVs from agencies will not be accepted.

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