Job Description

Role Overview

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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.

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Responsibilities

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- Answer a high volume of inbound calls (up to 40 per day) from customers impacted by fraud and provide support and education on prevention.
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- Treat each customer's circumstance as unique, demonstrating empathy and understanding for vulnerable customers and guiding them toward resolution.
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- Deliver excellent customer service, ensuring customers feel protected and informed about our processes and products.
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- Maintain strict adherence to a highly structured and scheduled environment, including fixed start times, planned breaks and call‐availability expectations.
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Qualifications

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- Proven customer service experience with the ability to manage complex inquiries and deescalate challenging situations.
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- Empathetic and resilient communicator, capable of supporting vulnerable customers with care and professionalism.
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- Demonstrated ability to thrive in high‐volume environments, confidently handling back‐to‐back calls while maintaining quality of service.
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- Comfortable working in a highly scheduled environment, with strict adherence to rostered hours, breaks and call availability.
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- Availability to work full‐time in‐office for the first 12 weeks of training.
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Diversity and Inclusion

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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.

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📌 Fraud Assist Analyst (Victoria)
🏢 NAB
📍 Victoria