Frontline Inbound call centre role supporting NAB customer
Permanent-Full time | Later Shifts Mon-Fri 10:30-7:30pm
This role requires you to work Full time in office for the first 12 weeks of training, then enjoy versatile hybrid working at 700 Bourke Street, Docklands
Our people are customer obsessed.
They prioritise the needs and satisfaction of the customerabove all else.
Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.
As aHome Lending Advisorwithin ourPersonal Banking team,you'llsupport customers with their everyday home loan servicing needs, helping resolve enquiries, explain products, and guide them through next steps with confidence.
This is an inbound contact centre role whereyou'llsupport customers and internal NAB colleagues throughback‐to‐backcalls in a fast‐pacedenvironment.
Each day,you'llgoabove and beyondto:
Deliver outstanding customer service across inbound calls, supporting customers with home loan‐related enquiries
Listen actively, show empathy, and work towards first‐contact resolution wherever possible
Educate customers on products, services, and processes in a clear and confident way
Accurately capture customer details, activities, and outcomes in CRM and core banking systems
Manage customer feedback viaappropriate systemsand follow up to ensure resolution
Participate in ongoing training, coaching,



and development to build product knowledge and capability
We'relooking for the best and brightest to deliver the best for our customers.You'llneed:
Experience incustomer‐facingroles such as retail, hospitality, call centres, telecommunications, or utilities
Confidence working infast‐paced,high‐volumeservice environments
Strong communicationskills with the ability to remain calm, professional, and empathetic
Experience working collaboratively in team environments and being open to feedback and coaching
Strong attention to detail and comfort using multiple systems
Availability to workfull‐timein office for the first 12 weeks of training, including late finishes (up to 7:00pm)
No prior banking experience isrequired—we'llprovide full training.
No prior banking experience isrequired—we'llprovide full training.
A diverse and inclusive workplace works better for everyone
We know that our people make us who we are.That'swhy we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves.
In partnership with our multiple Employee Resource Groups (ERGs), we continue to foster an inclusive environment, where all NAB colleagues' unique backgrounds and identities are understood,respectedand celebrated.
We are committed to providing an environment where you can work your way.
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📌 Home Lending Advisor - Melbourne
🏢 National Australia Bank
📍 Melbourne