Associate, Home Loan Investigations

4 days ago

Melbourne City Centre, Victoria, Australia NAB - National Australia Bank Full time $90,000 - $120,000 per year

Associate, Home Loan Investigations

Job number: 803970

Primary position location: VIC- Melbourne CBD

Category: Operations

Work type: Fixed term Full time

Closing at: Oct :55 AEDT

Favourite

  • We are empowered to make a positive difference for customers and communities.
  • Everyone is given the opportunity to learn, grow and achieve.
  • Make a genuine difference through the work you do.
  • 12-month fixed term opportunity

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 Associate, Home Loan Investigations, you will join the Customer Home Lending Operations Team that's doubling down on making a tangible difference to customers while keeping it simple.

Each day, you'll go above and beyond to:

  • Perform a range of compliance and quality check activities to ensure the lending is fulfilled and accurate in accordance with our process and procedures
  • Be accountable for completing complex customer requests that require a risk-based decision to be made.
  • Owning complex customer requests and issues end to end
  • Deliver first point resolution for the customer in line with the operating procedures
  • Resolving complex complaints by being an expert in the customer complaints platform
  • Working closely with the broader lending services teams and wider NAB group to get the right customer resolution
  • Deliver a superior customer experience by ensuring the customer is kept up to date in the most appropriate channel (be that via email or phone)
  • Proactively manage risk, adhering to process and procedures pertinent to role; and escalate events, issues or breaches as they are identified to their People Leader with a proposed solution.

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

  • Understanding the lending process for fulfilling consumer and business lending
  • Understanding state Land Title Office requirements
  • Resilience, prioritisation & time management skills
  • Attention to detail
  • Strong verbal and written communication skills
  • Ability to adapt and learn quickly and coach others

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.

For details on the recruitment process, and accessibility, please visit To discuss adjustment requirements, please contact the NAB Careers team, via (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.

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