About the role

NAB is looking for Customer Service Enthusiasts to join their remediation space. The Customer Identity Management (CIM) team is responsible for customer identification remediation outcomes. You will liaise with NAB individual customers on KYC and compliance documents needed to meet Austrac and KYC requirements. This is a 12-month assignment with a strong potential for further extensions. You will work on a rotating roster from Monday to Saturday, with hours Monday to Friday from 9 am to 7 pm and Saturday hours from 9 am to 5 pm. Total hours worked will be 37.5 hours per week.

Key responsibilities
Provide exceptional customer service to NAB individual customers
Receive on average up to 45 inbound calls and at times make follow up remediation calls centred around Know Your Customer (KYC) requirements to ensure NAB has up to date customer information
Process administrative duties such as confirming Source of Wealth and Source of Income documents, verifying customer IDs, TFN, and related KYC documentation
Apply appropriate Customer Identification Procedures (ACIP) ensuring customer profiles are compliant meeting regulatory requirements in line with AML/CTF program and standards

About you




Prior call-centre inbound/outbound experience is essential
Need to have dual monitor screens for your home office set up where applicable for hybrid working
Passionate about customer service and having solid resilience
Can authenticate customers and understand what a compliant and non-compliant customer looks like
Strong attention to detail and demonstrates a sense of urgency
Adaptable to change and can demonstrate flexibility
Demonstrates empathy when/where required
Familiar with Austrac and Know Your Customer (KYC) requirements is handy but not essential

About us

NAB is passionate about diversity and inclusion and will guarantee you are a valued member of their community. NAB's core values include being customer obsessed, keeping it simple, moving with speed, owning it and winning together. NAB strives to deliver exceptional outcomes that push the limits and expectations of their employees.

Perks
Joining a team-oriented team who will share your wins and successes, together shaping the future of banking
Extensive training and development

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