Fraud Assist Analyst

20 hours ago

Melbourne City Centre, Australia NAB Full time

Fraud Assist Analyst
- Job number: 803573
- Primary position location: VIC- Melbourne CBD
- Category: Call Centre/Contact Centre
- Work type: Fixed term Full time
- Closing at: Oct 1 2025 - 17:00 AEST

**Favourite**

- **Be part of an inclusive team making a real impact for our customers**:

- **12 Month Fixed Term Contract starting October 2025**:

- **Enjoy hybrid working, support and a convenient location at 700 Bourke Street, Docklands**

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of Fraud Assist Analyst, you will be answering critical calls from our customers that may have been impacted by fraud.

**Each day, you’ll go above and beyond to**:

- Make sure our customers feel safe and informed by giving them the right information about our process and products.
- Receiving up to 40 inbound calls from customers who have been impacted by fraud and require support.
- Every customer circumstance is unique, requiring empathy and understanding and we want to make sure our customers feel supported and find solutions as soon as possible.

**We’re looking for the best and brightest to deliver the best for our customers. You’ll need**:

- Proven customer service experience with the ability to manage complex inquires and deescalate challenging situations
- You will be an empathetic and resilient communicator as well be able to support vulnerable customers with care and professionalism
- Demonstrated ability to thrive in high volume environments and can confidently handle back to back calls (40 +per day) while maintaining the quality of service.
- This role requires you to work on a rotating roster between Monday to Sunday 10am - 10pm and for you to work in office full time for at least the first 12 weeks.

**Next Steps for this role**:
**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 equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs), we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

**Join NAB

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