Fraud Assist Analyst
National Australia Bank is an Australian banking and financial services company serving personal, business, corporate and private wealth clients. It provides bank accounts, loans, credit cards, payments, investments, insurance, online banking and financial advice.
Projects
About National Australia Bank Limited
National Australia Bank provides personal banking products including transaction and savings accounts, home and personal loans, credit cards, insurance, online banking, international transfers and investment services. Its business and corporate offerings include business accounts, lending, merchant payments, foreign exchange, financial markets, transaction banking and specialist finance. NAB also provides private banking, investment and wealth advice solutions for high-net-worth individuals, families, businesses and corporates.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You answer inbound calls from customers affected by fraud and provide support, education, and information about fraud prevention, processes, and products. You handle complex circumstances involving vulnerable customers with empathy, initiate next steps toward resolution, and work within a structured schedule while maintaining service quality across high call volumes.
Requirements
- Customer service experience
- Complex inquiry management
- De-escalation skills
- Empathy
- Resilience
- Communication skills
- Ability to work in high-volume environments
- Availability for full-time in-office training for 12 weeks
Responsibilities
- Answer inbound calls from customers affected by fraud
- Provide customer support for fraud-related concerns
- Educate customers about fraud prevention
- Provide information about processes and products
- Handle vulnerable customers with empathy and understanding
- Solve complex customer circumstances
- Initiate next steps toward resolution
- Adhere to scheduled hours, breaks, and call availability expectations
Benefits
- Flexible hybrid working after the first 12 weeks of training
