Hardship Officer

5 days ago

Parramatta, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Pay Level**: Group 1
**Reports to**: Dorelle Shahpoor
**View Role purpose statement**
- **Exciting multiple opportunities**:

- **Showcase your customer service experience and passion for great customer outcomes**:

- **Join a friendly, encouraging, and engaging team**:

- **Excellent opportunity to work closely with NAB customers**

**A career that gives you more**

Your career at NAB is about more than money, it's about serving our customers well and helping our communities prosper.

The Hardship Officer under the Citi Operations Division is a trainee professional role. Requires a good knowledge of the range of processes, procedures, and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area.

**Key responsibilities include**:

- Communicating with internal and external customers via multiple channels, which include inbound lines and department inbox.
- Making timely assessment decisions appropriate to the customers’ needs, categorisation and specific circumstances based on pre-defined criteria
- Obtaining and reviewing supporting documentation as required.
- Respond to enquiries, issues, complaints and prepare high quality and timely correspondence and reporting.
- Identifying the most appropriate option to assist customers after consideration has been given to their categorisation and specific circumstances
- Completing operational tasks such as issuing letter correspondence, reporting, and keeping accurate records of all customer interactions
- Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity
- Adhering to NAB’s credit policies, procedures, and requirements
- Ensuring quality service and support is provided to customers and partners
- Other ad-hoc administrative duties will be required at the Manager’s discretion.

**What you will bring**:

- Excellent verbal and written communication skills
- Banking knowledge is highly regarded
- Passion for delivering the best service to our customers and stakeholders
- Self - driven individual who works well autonomously as well as part of a team
- Proactive approach to problem solving and exceptional attention to detail
- Excellent time management and ability to prioritise in dynamic environment

**NAB, invested in you**

By joining this team, you are committing to putting our customers’ needs first every time. You will be ambitious for growth; always curious and learning from colleagues. You will speak honestly, always valuing the time and opinion of others. You will own your work, doing what’s right, even when it’s hard.

We are committed to gender equality and are proud to be an equal opportunity employer and have a diverse and inclusive workforce. We have committed $70bn in financing to help address climate change and provide 2 days of paid leave each year through our employee volunteering program to support community organisations.

We support our colleagues to be their best by offering a wide range of educational, financial, lifestyle, health & well-being benefits. For more information, please visit **HERE.**

If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you.

**_ **Please note unsolicited CVs from agencies will not be accepted**_

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