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 flexible 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 secure 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 environment, 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 collaborative and respectful environment.