NAB Call Centre Advisor

3 days ago

Melbourne, Victoria, Australia Hays Full time $60,000 - $80,000 per year
  • Fantastic Training
  • Great Location
  • Entry level role

JOIN NAB TODAY 12 months | $37.13ph + Super | Local Transport | Docklands Location

In your role as a Customer Assist Advisor, you will be at the front line of meaningful conversations with customers experiencing various financial situations. Your role is vital in helping customers understand and explore their options and regain control of their financial wellbeing. You will manage accounts with customers who have fallen behind on their payments or are at risk of doing so. These are not always easy conversations, however, they are incredibly important. You will need to exhibit empathy and resilience to build trust and provide tailored, practical solutions that meet both the customer's needs and NAB's standards. This is a fast-paced role where you'll be expected to handle high volumes of inbound and outbound calls while maintaining quality and empathy.

Your new company
Starting on 3rd November 2025
, you will be based at our Docklands Victoria location for a
12-month period
, with the likelihood of extension, subject to performance. The
offered salary is $37.13 per hour plus super
. A compulsory 7-week full-time training will be provided from the office working 8am-5pm with the potential to transition to a hybrid work model after 90 days, with 2 days in the office.

Your working hours after completing training will be
Monday to Friday 11am to 8pm
, with an occasional Saturday shift from 9am to 1pm, totalling 38 hours per week.

Please note that when working past 7pm you receive 20% loading on top of your hourly rate
.

As a Customer Assist Advisor for NAB, your main responsibilities will include, but not be limited to:

We Are Customer Obsessed -

Manage accounts that have fallen overdue or customers facing financial difficulty. You will be providing exceptional customer service and tailored solutions for overdue accounts in an inbound & outbound phone capacity. Discussing potential financial arrangements and ideal payment methods that align with customer situations. -

We Keep It Simple -
Educating the customer about services which they can use to help them better manage their accounts. Applying your problem-solving skills to be able to assist customers in their unique situation whilst taking on an empathetic and proactive approach.

We Win Together -

Build working relationships with bankers, NAB Care, and assisting in coming up with payment plans and setting up direct debit or onetime payments, etc. You'll also have the opportunity to expand your skills into hardship and business accounts, gaining exposure to different areas of the department and supporting your career development.

What you'll need to succeed

  • An ability to show empathy, resilience and emotional intelligence when faced with difficult customer conversations
  • Confidence in navigating sensitive conversations around financial difficulty
  • Strong customer service call centre experience is highly desirable.
  • Excellent verbal and written communication skills
  • 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 and customer excellence

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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