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Business Specialist Cvm

2 weeks ago

Melbourne, Australia National Australia Bank Full time

**Business Specialist CVM - Customer Solutions & Complex Servicing**

**Job no**: 792031

**Business unit**: Business and Private

**Primary position location**: 700 Bourke St, Docklands, VIC

**Work type**: Permanent Full time

**Region**: VIC- Melbourne CBD
- Your daily work makes a difference to millions of customers
- Bring your ideas, ambitions, and passions - both in and outside of work
- Work in a collaborative and inclusive team environment

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

You make NAB. You get it done for our customers and our communities. You're laying the foundations for NAB's future success. Together we'll grow, excel for our customers, and make this a workplace to be proud of. It's a good time to see what more you can find at NAB as an Associate, Small Business.

**The role**:
In this role, you are the primary level of support for our valued Small Business customers. You will strive to provide a high level and quality service to our customers through all stages of their business cycle and are an expert in handling customer enquiries & ensure servicing, simple lending & compliance activities are completed to high quality and within SLA. You proactively identify new business opportunities through deep and meaningful customer conversations for both new & existing customer. The team in Small Business is part of Business Direct and Small Business (BD&SB) and provides support to bankers and their customers with new customer enquiries.

**Your opportunity**

Working from a deep understanding of operational excellence principles, you relish the opportunity to build stakeholder relationships via seamless end to end delivery whilst scaffolded by system governance and a commitment to integrity of data.

**The role and day to day will include**:

- Managing inbound phone, referrals & NUW enquiries from our BDSB customers & colleagues
- Authenticating customers, checking EFLOAs to protect our customers account security, and create a seamless interaction experience if enquiries are referred onto another team
- Promote digital channels where available & proactively coach customers to uplift digital adoption
- Managing ambiguity & difficult conversations, and still deliver to our values to serve our customers well.
- Providing solutions and understanding the goals and motivations of our business customers
- Meet personal sales and referral/conversion targets with conversion to draw down, and aid retention to give value to the customers & protect and grow market share
- Meeting NPS targets & Customer Experience call compliance and quality scores, and hold exceptional customer advocacy

**Relationships that matter**

To be successful in my role, partnering with others is crucial. I collaborate with:

- Business Bankers to ensure customer lending requests are fulfilled and clear communication to support a seamless customer experience end to end
- Fulfilment Team to continue our customer product needs journey in all stage of their business cycle
- Team Leaders/Region Managers to ensure requests, advice, assistance & instructions received is at standard and customer SLA is met
- Business Support teams to be confident the customer is being connected to the right people to service their requests
- Other Specialist teams to be confident the customer is being connected to the right people who can service & meet their needs (e.g., Fraud support, KYC, Nab Assist, Merchants)

**To be successful in this role I need to**

Demonstrate knowledge of business key issues and financial acumen, and to be able to articulate customer centric solutions
- Be motivated, self-driven and passionate about customers
- Have exceptional written & verbal communication, to authentically build trust and rapport
- Exceptional conversation skills, questioning and active listening techniques to engage in curious but natural and effective discovery conversations
- Experience in working to KPI or performance-based results
- Have foundations in financial acumen and the ability to communicate in simple language with customers
- Desire to explore and establish a career in banking
- Evidence of working in an environment that requires proactive learning and best-practice sharing
- Experience in a phone-based role is desirable but not mandatory

**A diverse and inclusive workplace works better for everyone.**

At NAB, we're intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It's a huge part of what makes NAB such a special place to be.

**More focus on you**

**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