Fraud Assist Analyst – Frontline inbound call centre role supporting NAB customers affected by fraud. Full‑time permanent contract. Shift hours are Monday to Sunday 7am‑11:30pm, with AM rotation 7am‑7pm and PM rotation 11am‑11:30pm. Requires full‑time on‑site work for the first 12 weeks of training, then versatile hybrid working.
Responsibilities
Answer a high volume of inbound calls (up to 40 per day) from customers impacted by fraud and provide support and education on prevention.
Treat each customer’s circumstance as unique, demonstrating empathy and understanding for vulnerable customers and guiding them toward resolution.
Deliver excellent customer service, ensuring customers feel safe and informed about our processes and products.
Maintain strict adherence to a highly structured and scheduled environment, including fixed start times, planned breaks and call‑availability expectations.
Qualifications
Proven customer service experience with the ability to manage complex inquiries and deescalate challenging situations.
Empathetic and resilient communicator, capable of supporting vulnerable customers with care and professionalism.
Demonstrated ability to thrive in high‑volume environments, confidently handling back‑to‑back calls while maintaining quality of service.
Comfortable working in a highly scheduled workplace, with strict adherence to rostered hours, breaks and call availability.
Availability to work full‑time in‑office for the first 12 weeks of training.
Diversity and Inclusion
We are committed to cultivating a culture of equity and respect where everyone feels valued. Our diverse and inclusive workplace embraces the unique backgrounds and identities of all NAB colleagues, fostering a cooperative and respectful environment.
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