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Analyst, Digital Case Management

  • Great opportunity to conduct complex investigations that protect customers from scams and enhance their banking experience.  

  • Amazing opportunity to drive meaningful changes that strengthen NAB’s fraud detection capabilities.  

  • Join an amazing and collaborative team, backing talented individuals and offering opportunities to upskill.   

  • 14-month fixed term contract. Melbourne based.  

  

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.  

 

As the Analyst, Digital Case Management (DCM), you will join the Case Management & Customer Resolutions Team that’s doubling down on protecting the bank and our customers from financial threats. 

 

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

  • Conduct in depth fraud and scam investigations. 

  • Facilitate the provision of an efficient and high-quality service to internal and external customers. 

  • Work closely with Service Portfolio Leads to provide recommendations to uplift standards, policies, strategies, and best practices as identified through investigations. 

  • Respond to Internal, External Dispute Resolution or similar inquiries relating to external Fraud events.  

  • Prepare reporting and insights on all relevant quality control reviews and checks.  

  • Support customer experience improvement framework and strategies across Group Investigations and Fraud.  

 

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

  • Proven experience in financial crime with the ability to conduct Fraud investigations is preferred.  

  • Excellent strategic thinking and analytical skills with the ability to draw conclusions, generate ideas and solutions, and resolve complex problems.  

  • Customer driven with a commercial approach to business.  

  • Excellent verbal and written communications skills.  

  • Attention to detail with the ability to identify issues/breaches as they arise.  

  • Proven experience in process improvement will be highly regarded. 

 

 A diverse and inclusive workplace works better for everyone  

  

We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated.  We are committed to providing an environment where you can work your way.  

 

For details on the recruitment process, and accessibility, please visit https://www.nab.com.au/about-us/careers/apply-for-job.  To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options. 

 

Join NAB  

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted. 

Advertised: AUS Eastern Standard Time

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