• Your daily work makes a difference to millions of customers 
• Bring your ideas, ambitions, and passions – both in and outside of work 
• 6 months fixed term opportunity- work from any capital city

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above 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. 

The role: 

In this role, you are the primary level of support for our valued Small Business customers. You will strive to provide a high level and quality service to our customers through all stages of their business cycle and are an expert in handling customer enquiries & ensure servicing, simple lending & compliance activities are completed to high quality and within SLA. You proactively identify new business opportunities through deep and meaningful customer conversations for both new & existing customer. 

Each day, you’ll go above and beyond to: 

• Manage inbound phone, referrals & NUW enquiries from our BDSB customers & colleagues
• Authenticate customers, checking EFLOAs to protect our customers account security, and create a seamless interaction experience if enquiries are referred onto another team
• Promote digital channels where available & proactively coach customers to uplift digital adoption
• Manage ambiguity & difficult conversations, and still deliver to our values to serve our customers well.
• Provide solutions and understanding the goals and motivations of our business customers
• Meet personal sales and referral/conversion targets with conversion to draw down, and aid retention to give value to the customers & protect and grow market share
• Process, manage and support customers and bankers with applications utilising NAB programs to risk and correct process.
• Meet NPS targets & Customer Experience call compliance and quality scores, and hold exceptional customer advocacy

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:  

• Demonstrate knowledge of business key issues and financial acumen, and to be able to articulate customer centric solutions
• Be motivated, self-driven and passionate about customers
• Exceptional written & verbal communication, to authentically build trust and rapport
• Exceptional conversation skills, questioning and active listening techniques to engage in curious but natural and effective discovery conversations
• Experience in working to KPI or performance-based results
• Foundation in financial acumen and the ability to communicate in simple language with customers
• Desire to explore and establish a career in banking
• Experience in a phone-based role is desirable but not mandatory

A diverse and inclusive workplace works better for everyone