Join NAB Resolve - Internal Dispute Resolution (IDR)

Starting from Mid-December until late May 2027, you will work at 700 Bourke Street, fully in the office 5 days per week, Monday to Friday, 9am-5pm, you will be paid $40.84ph+ super. Potential to extend based on performance and business needs.

At NAB Resolve, we do some of the most meaningful work in the bank, with top quartile heartbeat and engagement scores. We step in when customers need us most, untangle complex problems, and help turn difficult moments into fair, practical outcomes. Our case managers are empowered to fix customer issues when no one else can.
This is work with purpose, where you can make a genuine difference for customers while building skills that will set you up for the future. You'll be challenged and supported to develop your critical thinking, problem-solving, exceptional customer service, written and verbal communication, and the confidence to influence and engage with stakeholders across the business.

You'll make an impact by:

- Make a difference for every customer by resolving their complaint as the last line of defence for NAB!
- Speak directly with customers to understand their concerns, support them through difficult situations, and work towards practical outcomes
- Take ownership of complaints from start to finish, across phone and written channels
- Break down complex issues, identify root causes, and make balanced decisions that are fair, thoughtful and outcome-focused
- Work closely with internal stakeholders across frontline teams, product, operations and support areas to resolve issues,



influence outcomes and improve the customer experience
- Provide guidance and coaching to frontline teams on complaint handling and processes
- Spot themes and emerging issues, and help drive improvements that fix problems at the root cause so they do not happen again

You'll bring to this role:

- Previous call centre experience is essential
- Resilient and customer-centric
- Excellent verbal and written comms
- Solid organisation and prioritisation skills
- Ability to follow strict process and structure
- Positive mindset and can-do attitude

It would be great if you also bring:

- Experience in dispute resolution, complaints, or customer-facing roles
- Knowledge of banking or financial services
- Exposure to systems like PEGA (or similar case management tools)

Why NAB Resolve?

- You'll build highly transferable career skills in problem-solving, communication, judgement, stakeholder engagement and customer resolution
- You'll do meaningful work every day, helping customers through significant moments and solving issues that make a real difference
- You'll gain exposure to a broad range of stakeholders and teams across NAB, giving you valuable insight and opportunities to grow your network and influence
- You'll join a team that works hard, learns together, celebrates success and knows how to have fun along the way

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

📌 NAB Dispute Resolution Associate (Melbourne)
🏢 Hays
📍 Melbourne