Job Description

Role Overview

n

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.

n

Responsibilities

n

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

n

Qualifications

n

n




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

n

Diversity and Inclusion

n

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.
J-18808-Ljbffr

📌 Fraud Assist Analyst Victoria
🏢 NAB
📍 Victoria