Your new company

At NAB, we are accountable, collaborative, and committed to creating exceptional experiences for our customers. As a Fraud Assist Advisor, you’ll play a vital role in minimising financial loss and providing proactive support to customers who have experienced fraud. You’ll work in a fast-paced and dynamic environment, empowered by NAB’s strong culture of teamwork and innovation.

Your new role

• Handling high-volume inbound calls to address fraud-related queries with empathy and urgency.

• Educating customers on fraud prevention strategies to protect their accounts and personal information.
• Providing reassurance and solutions to victims of fraud, helping them regain confidence in their banking experience.
• Collaborating with internal departments to resolve fraud cases and ensure a seamless customer journey.

• Informing a customer that their account has been compromised and guiding them through secure account recovery where possible.
• Helping a victim of online card fraud from further unauthorised transactions.
• Educating a customer on spotting phishing scams and protecting their personal information.

What you'll need to succeed

• Proven contact centre and high-level customer service experience. Ideally from retail or hospitality management / leadership, previous contact centre experience such as collections, case management, hardship, or other complex enquiries.

• Customer Focus: A genuine desire to assist customers with professionalism and empathy.
• Resilience: The ability to handle difficult and confronting situations in a heavily-regulated call centre environment.
• Effective Communication: Strong verbal and written communication skills to convey complex information clearly.
• Commitment: A strong work ethic and dedication to NAB’s mission of protecting customers.
• Open to Working Holiday Visa holders with the right work experience!
  
  

What you'll get in return

• Competitive Pay: $35.86 per hour plus super.

• Contract length: short-term until 30th September 2025 with opportunities to extend or permanency for the right performers.
• Dynamic Roster: Rotating roster from Monday to Friday, 7AM to 7PM (8 hours per day).
• Start date: 19th May 2025.
• Hybrid working model on offer after 12 weeks of full-time in-office training.
• Training: 2 weeks of classroom training + 8 weeks in an on-the-job environment with floor support.
  
  

What you need to do now

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 on your career.