Officer, Early Resolution - Melbourne, Australia - NAB - National Australia Bank
Description
Work type:
Permanent Full time
Location:
VIC- Melbourne CBD
-
Opportunity to learn and grow as part of developing the career you want:
Be part of a highly engaged team committed to diversity and flexibility:
Join a team that's invested in you
A career that gives you more
Key responsibilities will include:
- Answering calls from customers who wish to make a complaint or provide a compliment
- Log and manage all complaints in accordance with FAIR Processes and Protocols
- Take ownership for resolution of all complaints received both phone calls and written complaints
- Provide support, coaching and advice to frontline and CCC staff on complaint management and FAIR usage
- Provide feedback and guidance on escalated complaints where appropriate and highlight emerging sources/drivers of complaints
- Provide feedback to NAB's back office (e.g. product/system owners) to prevent systemic issues
- Resolution of complaints that involve writeoffs / exgratia payments
What you will bring:
- Excellent communication skills with a strong customer focus
- Capability in handling high volume and challenging work
- Effortless ability to manage and prioritise case load
- Maintain broad yet detailed knowledge of NAB Products, Processes, Policies and Procedures.
- Develop a clear understanding across NAB, that an effective culture of dispute resolution is pivotal to a truly focused customer service organisation
NAB, invested in you
At NAB, we believe success comes from our people.
We're committed to supporting your talent and skills through your career, as you help us build a culture that affects change for our customers - and for the community too.
If you think this role is the right fit for you, we encourage you to apply. To view full details, please refer to the Role Purpose Statement available.
More jobs from NAB - National Australia Bank
-
Customer Advisor
Cressy, Australia - 3 weeks ago
-
Associate Director
Sydney, Australia - 1 week ago
-
Digital Product Manager
Sydney, Australia - 1 week ago
-
Associate Director
Brisbane, Australia - 4 weeks ago
-
Manager, Customer Resolution and Remediation
Melbourne, Australia - 2 days ago
-
Events Consultant
Melbourne, Australia - 2 weeks ago