Officer, Early Resolution - Melbourne, Australia - NAB - National Australia Bank

NAB - National Australia Bank

Verified Company

Melbourne, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Work type:
Permanent Full time

Location:
VIC- Melbourne CBD, VIC- Melbourne inner

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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:

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Join a team that's invested in you

A career that gives you more

Key responsibilities will include:

Manage complaints lodged by customers and frontline bankers start to end using PEGA
Log and manage all complaints in accordance with PEGA 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 iCare 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

A diverse and inclusive workplace works better for everyone.
At NAB, we are intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It is a huge part of what makes NAB such a special place to be.

More focus on you
We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of.

We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits.

We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities.

To learn more, visit the Benefits of Working at NAB page on our website.

Join NAB
Please note unsolicited CVs from agencies will not be accepted.