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 ensure you are a valued member of their community. NAB's core values include Excellence for Customers, Grow Together, Own It, Be Respectful, Customer-Obsessed, and Work with Speed.

Your current role

As a member of NAB's Scheme Disputes team, you will play a critical role in supporting customers who have identified transactions that appear incorrect, unauthorised, or disputed. You will ask probing questions relating to card transactions, transfers, direct debits and other payment disputes while delivering exceptional customer service throughout the resolution process over the phone. NAB's Disputes team is committed to helping customers navigate complex situations with empathy, accuracy and professionalism.

Your new responsibilities

- Handle inbound customer calls relating to credit and debit card disputes.
- Lodge new dispute cases and manage existing dispute enquiries over the phone.
- Educate customers on dispute processes, scheme rules and ePayments Code requirements.
- Provide dispute outcomes and manage customer expectations.
- Maintain accurate case notes and update dispute systems.

This position is a 12-months temporary contract, starting mid-September 2026. You will work at NAB Office 700 Bourke St,



100% in-office work arrangement during training until the foreseeable future, with rotating rosters between 8am to 8pm, Monday to Friday, 8 hours per day. The pay rate is at $38.84ph+super.

What you'll need to succeed

- Proven customer service experience, ideally in a contact centre or phone-based role.
- Strong customer-centric mindset with excellent communication skills.
- Ability to handle sensitive customer situations, objections and explain decisions clearly.
- Disputes, chargebacks or card scheme rules experience is highly advantageous.
- Must be an Australian Citizen, Permanent Resident, or hold a visa with at least 12 months validity. What you'll get in return

Stay ahead of the curve and drive your career with NAB! This is a fantastic prospect to join one of Australia's Top 4 Banks. As a valued member of the team, you will be offered:

- Access to NAB's employee Staff Club benefits which include amazing rewards and discounts
- An abundance of resources to help you manage your physical health and wellbeing, this includes an Employee Assistance Program and wellbeing initiatives

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.

📌 NAB Customer Service Specialist - Scheme Disputes (Docklands)
🏢 Hays Recruitment
📍 Docklands