Why this role?

What you'll do

• Handling high-volume inbound calls to address fraud-related queries with empathy and urgency.
• Making outbound calls to notify customers of suspected fraudulent activity and assist them with next steps.
• 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.

Examples of how you'll make a difference

• Informing a customer that their account has been compromised and guiding them through secure account recovery.
• Helping a victim of online fraud secure their funds and prevent further unauthorised transactions.
• Educating a customer on spotting phishing scams and protecting their personal information.
• Working with NAB’s fraud prevention teams to minimise financial losses for both the customer and the bank.

What you'll get in return

• Competitive Pay: $35.66 per hour plus super.
• Career Opportunities: The chance to extend your 12-month contract or secure a permanent role at NAB.
• Meaningful Work: Be part of a team that actively contributes to NAB’s mission of creating safer banking experiences.
• Dynamic Roster: Enjoy variety with a rotating schedule (Monday–Sunday) between 7:30 AM – 11:30 PM (5 days a week, 7.5 hours per day).

What we are looking for

• Customer Focus: A genuine desire to assist customers with professionalism and empathy.
• Resilience: The ability to handle difficult situations and adapt to a fast-paced, high-pressure environment.
• Problem-Solving Skills: Confidence in identifying issues and providing practical solutions.
• 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.
• Previous banking or call centre experience.
• PR / AU/NZ Citizens only.

• Relationship-led: Delivering personalised, proactive, and exceptional customer service.
• Focused on Exceptional Experiences: Simplifying banking for our customers and earning their trust in moments that matter.
• Committed to Sustainability: Building a resilient, secure future for our customers and communities.