NAB is looking for customer service enthusiasts to join their Personal Direct Messaging team!
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 include: We're customer-obsessed. We keep it simple. We move with speed. We own it and 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:
Manage and resolve 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.
Follow daily schedules to ensure correct service level coverage for customers, keeping processes simple and efficient.
Deliver customer interactions that align with the Customer Experience Guidelines, moving with speed to meet customer needs.
Manage customer feedback appropriately, use delegation authority, and record interactions in the NAB ONE system, escalating to a team leader when required, demonstrating ownership and accountability (We own it).
Adhere to policies and procedures outlined in NAB policy to ensure risk compliance.
Provide professional and ethical behaviour by ensuring compliance with external legislation, bank standards, and internal operating policies and procedures relevant to the position.
Handle conversations through the messaging platform via NAB app and internet banking authenticated channels, improving efficiency and behaviours. 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 assignment with the view to extend or go permanent. The hourly rate will be $35.86 per hour plus super. You will be working on a rotating roster between Monday to Saturday. The hours you will need to be available will be from 7am and 7 pm Monday to Friday and Saturday 8 am to 12 pm. You will be working an average of 37.5 hours a week.
This role will be based at 700 Bourke Street, Docklands VIC. It will be a hybrid working arrangement from home and in the office after you have completed 10 weeks of training and are fully proficient in the role. 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 roles.
Relevant tertiary degrees such as Business, Commerce, Finance, Accounting (Preferred).
Passionate about helping customers.
Proven communication skills with both verbal and written, the ability to connect with customers and to assist them with their queries.
Demonstrated attention to detail.
What you'll get in return
In exchange 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' to forward an up-to-date copy of your CV.