Customer Service Specialist

1 week ago

Melbourne City Centre, Australia HAYS Full time

Team Culture Important? Join NAB Assist Team today, Where you are supported throughout your career growth

**Your new company**

Starting October 16th, you will be assigned to either Docklands Melbourne or Parramatta Sydney depending on your location for a 12-month period. The salary will be $34.58 per hour plus super. There is potential to transition to a hybrid work model after 90 days, with 2 days in the office. Working hours will be Monday to Friday from 8 am to 8 pm on a rotating roster, with occasional Saturday shifts from 9 am to 1 pm every few weeks. A compulsory 7-week full-time training will be provided from the office. No leave will be granted for the first 6 months.

**Your new role**

In your newly appointed role, you will have the opportunity to deliver exceptional customer service to NAB's esteemed clientele. Moreover, you will be responsible for managing early and mid-stage accounts that have encountered difficulty in meeting their payment obligations or are non-compliant with the terms and conditions of their contract. Your primary focus will be to engage in constructive discussions regarding potential hardship arrangements, whilst simultaneously imparting valuable knowledge to customers on how to effectively maintain their accounts despite financial challenges.

**As a Customer Service Specialist for NAB your main responsibilities will include**:

- Providing exceptional customer service and tailored solutions for overdue accounts in an outbound capacity
- Discussing potential hardship arrangements and ideal payment methods for customers
- Educating the customer on services which they can use to help them better manage their accounts.
- Manage early & mid-stage accounts that have fallen overdue or are non-compliant with the terms and conditions of a contract.
- Communicate with influence by negotiating arrangements with customers in sometimes adverse and complex circumstances.
- Build working relationships with Bankers, NAB Assist Customer Care, and assist in coming up with payment plans and setting up direct debit or one-time payments etc.
- Opportunity for upskills on Hardship and Business accounts, exposing you to different areas of our department and expanding your future job opportunities

**What you'll need to succeed**

**To be considered for this role, you will need to have the following**:

- Excellent verbal and written communication skills and a good understanding of customer needs.
- Experience in understanding the pain points and challenges that everyday customers experiencing hardship are facing
- An individual who can address customers’ difficult financial situations
- You will be required to complete online testing to ensure the key competencies in the role are addressed. These include, attention to detail, adaptability, resilience and empathy.
- Interest in banking
- Call centre experience highly desirable

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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