Your recent role:

Join NAB's Merchant Servicing team within the small business division, supporting thousands of Australian businesses with their payment and EFTPOS solutions. You'll play a key role in delivering exceptional customer experience while supporting merchants through every stage of their business journey, and to help them keep their operations running smoothly every day. This call centre supports businesses with technical EFTPOS terminals, payment solutions, settlements, account maintenance and day-to-day servicing needs.

Day-to-day responsibilities will include:

- Handling high pressure high-volume inbound calls (30-40 calls per day) while adhering to KPI's.
- Helping to educate and service NAB's Business customers on first-call resolution basis.
- Adherence to the ASIC Standards and Industry Code of Practice.

Examples of calls you will receive:

- Amendments of machine surcharge for Visa Debit
- Redirect Amex payments to another account
- Factory reset due to terminal systems error
- Setting up auto-settlements for EFTPOS machine
- Assisting merchants with systems outage




- Escalating terminal & battery replacements

Start date is mid-November 2026, and the initial assignment length will be for 12 months, offering an hourly rate of $38.89 + Super, with opportunities for extension or permanency*.

You will be working full-time hours, 8 hours per day, 5 days per week. Located at NAB Head Office, 700 Bourke Street Docklands. Shifts will run on a rotating roster between 7AM – 10PM, Monday to Friday.

This is 100% office-based for the first 6 months, and will transition to hybrid once cross-skilled and deemed capable.

You are encouraged to apply if you have;

- Valid AU/NZ Citizenship or Permanent Residents only!
- Prior call centre or professional experience.
- Resilient and ability to bounce back from setbacks.
- Customer-centric with positive interpersonal skills.
- Discipline with time.
- Ability and commitment to work full-time hours for the length of contract and beyond.
- Tech savvy

📌 NAB Customer Service Advisor - Merchant Services, Small Business Bank (Docklands)
🏢 Hays Recruitment
📍 Docklands