Hicaps Adviser

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD
- Bring your passion to provide the highest level of customer satisfaction
- Place the customer at the centre of everything you do
- Be supported to kick start and grow your career at NAB

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

**The role**:
Our team are looking for someone who has a passion for delivering a signature customer experience by providing the highest level of customer service through efficient queue management, uncovering customer needs with Inspire skills and by answering customer requests in a professional and timely manner.

You will provide professional and ethical behaviour in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures relevant to the position.

You will also assist HICAPS in achieving overall performance targets by responding to customer enquiries and requests to deliver the highest level of customer satisfaction.

**Additional responsibilities include but not be limited to**:

- Perform general account maintenance services to customers, including customer profile maintenance, Health Fund payments, terminal maintenance, and special clearances
- Assist Manager / Assistant Manager in accurately performing day to-day activities of HICAPS including customer amendment, reporting and completion of customer onboarding tasks
- Complete activities for account opening where required
- Demonstrate NAB Values focusing deepening customer relationships and delivering professional and efficient customer service
- Identify and recommend improvements to processes and procedures
- Respond to customer queries/complaints and provide a high degree of customer service
- Enhance customer retention as appropriate
- Team meeting attendance and participation

**Desired Experience**:

- 1-2 years’ experience within financial services, or retail banking specifically
- A passion to provide the highest level of customer satisfaction.
- Ability to identify and refer quality sales opportunities
- Knowledge of HICAPS/NAB products and services

Does this sound like the ultimate opportunity for you?

**What you will bring to this role**:
You are an experienced in a Health Fund industry environment or in a similar role; likely to have indicative experience of 1-3 years in a similar role, with demonstration of specific technical, industry, company, product, procedural, systems and professional skills and knowledge required.

**Does this sound like you?**

Are you ready to grab this new opportunity and deliver a signature experience 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 respect - where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions can thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

**More focus on you**

We’re 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. For more information, please click here

**Join NAB**

If you think this role is the right fit for you, we invite you to apply. If you require any reasonable adjustments to the recruitment process or the role, please let the recruitment consultant know.

**To be eligible to apply, you must have Australian or New Zealand citizenship **or Australian permanent residency status.