Officer, Early Resolution

17 hours ago

Melbourne, Australia NAB - National Australia Bank Full time

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

**NAB, invested in you**

At NAB, we believe success comes from our people. We're committed to supporting your talent and skills through your career, as you help us build a culture that affects change for our customers - and for the community too. If you think this role is the right fit for you, we encourage you to apply. To view full details, please refer to the Role Purpose Statement available.

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