• Everyone is given the opportunity to learn, grow and achieve
• Bring your ideas, ambitions, and passion both in and outside of work
• Enhance your knowledge for new process execution within home lending services

Our people are who make the difference for our customers through their interactions. Our customer mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of Associate Credit Assessment will report Operations Lead. It is an exciting time to join our Customer Home Lending Operations team that’s doubling down Customer Obsession.

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

• To complete credit assessment and verification for home loan applications
• Owning complex customer requests and issues end to end
• Deliver first point resolution for the customer in line with the operating procedures 
• Resolve complex complaints by being an expert in the customer complaints platform
• Work closely with the broader lending services teams and wider NAB group to get the right customer resolution
• Ensure adherence to Standard Operating Procedures (SOPs) by inputting the correct information for the customer in core NAB systems and in line with team Operating Rhythm
• Deliver a superior customer experience by ensuring the customer is kept up to date in the most appropriate channel (be that via email or phone)
• Proactively manage risk, adhering to process and procedures pertinent to role; and escalate events, issues or breaches as they are identified to their People Leader with a proposed solution. 
• Make positive contributions to the team, sharing knowledge and assisting colleagues as an SME and support the business with continuous improvement initiatives

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

• Strong understanding of home lending processes, policies and regulations.
• Good understanding of Home Lending Operational Risk.
• Building strong relationships with all key stakeholders (internal and external)
• Good Resilience, prioritisation & time management skills
• Strong Initiative & problem-Solving skills
• Strong verbal and written communication skills
• Good ability to adapt and learn quickly and coach others

 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.