Your new company
To be successful with NAB, you will go above and beyond to achieve great results for the customer, the company and yourself. NAB is passionate about diversity and inclusion and will guarantee you are a valued member of their community.

NAB’s core values are:
We’re customer-obsessed. We keep it simple. We move with speed. We own it. We win together.

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

We are currently seeking a Digital Service Advisor to assist customers via our digital platforms through authenticated channels, addressing and resolving personal banking service enquiries.
This role also involves promoting and educating customers about the self-service features available in NAB Internet Banking and the NAB app.

Your main responsibilities will include but not be limited to:

• Managing and resolving customer interactions through digital channels using a range of systems and tools to achieve a high level of customer satisfaction, embodying NAB’s core value of being customer-obsessed.
• Following daily schedules to ensure correct service level coverage for customers, keeping processes simple and efficient.
• Delivering customer interactions that align with the Customer Experience Guidelines, moving with speed to meet customer needs.
• Managing customer feedback appropriately, using delegation authority, and recording interactions in the NAB ONE system, escalating to a team leader when required, demonstrating ownership and accountability (We own it).
• Adhering to policies and procedures outlined in NAB policy to ensure risk compliance.
• Providing professional and ethical behaviour by ensuring compliance with external legislation, bank standards, and internal operating policies and procedures relevant to the position.
• Handling conversations through the messaging platform via NAB app and internet banking authenticated channels, improving efficiency and behaviour. This includes managing a highly scheduled environment, handling 50–70 messages per day, and maintaining a KPI of 420 seconds per customer on average, and working together as a team (We win together).
• Maintain an appropriate level of product and process knowledge to effectively assist customers.

This is a 6-month temporary assignment with the view to extend or go permanent. The hourly rate will be $35.86 per hour plus super.
You will work on a rotating roster between 7 am - 7pm Monday to Friday & 8 am to 12 pm on Saturday. You will work an average of 37.5 hours a week.

This role will be based at 3 Parramatta Square, Parramatta, NSW. You will be required to complete 10 weeks of training in the office and once you are fully proficient in the role you will be offered hybrid flexibility. When working hybrid, it will be 3 days in the office and 2 days from home.

What you'll need to succeed
You are encouraged to apply for this role if you have:
• Experience in customer service such as retail/hospitality, call centre, or banking role.
• Relevant tertiary degrees such as Business, Commerce, Finance, Accounting (Preferred).
• Passionate about helping customers.
• Proven communication skills, both verbal and written, the ability to connect with customers and to assist them with their queries.
• Demonstrated attention to detail

In return for your commitment, you will be offered extensive training.
NAB strives to deliver exceptional outcomes that push the limits and expectations of their employees.

What you need to do now: If you're interested in this role, click 'apply now' or email your CV to shilpa.dhanothia@hays.com.au

LHS 297508