• Make a real difference for customers by rebuilding trust and turning challenging experiences into positive outcomes  

• Shape the future of IDR by influencing how NAB responds to complex complaints and drives better outcomes  

• Lead transformation and uplift team capability through innovation, insight and smarter ways of working  

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 Senior Consultant, you will join the Internal Dispute Resolution Team at an exciting time of transformation. You’ll play a key role in uplifting the way we work, helping the team respond with confidence to complaints and using innovation, data and AI-enabled thinking to make a real difference for customers by restoring trust and turning moments that matter into advocacy for NAB. 

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

• Ensure complaints are resolved quickly, consistently, and fairly. 

• Support with strong written resolution outcomes for standard and complex complaints.  

• Uplift capability to resolve simple, standard and complex complaints across NAB Resolve.  

• Maintain NAB’s complaints quality framework across the team and support and monitor customer outcomes are being achieved. 

• Drive continuous improvement of complaints handling and outer loop initiatives.  

• Ensure complaints are resolved within the prescribed timeframe under RG271, Scam Prevention Framework or in accordance with AFCA’s timeframes.  

• Proactively monitor risk and assurance requirements within agreed risk appetite and manage non-compliance in a timely manner. 

• Create a supportive, inspiring and customer-obsessed environment for all customers and colleagues at NAB.  

• Champion practical use of AI, automation and data-led insights to improve complaints management, reduce friction and support better outcomes. 

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

• Previous experience in Complaints, customer-facing role, risk, legal within Banking and/or financial services will be highly regarded.  

• Demonstrated experience influencing others, leading through ambiguity and uplifting capability across teams. 

• Strong written and verbal communication skills with the ability to engage with a wide range of stakeholders.  

• Experience in preparation of written submissions, reporting or similar.   

• Empathy, patience, and a genuine desire to help others with the ability to case manage complex enquires.  

• Strong problem-solving abilities, critical thinking and time management skills with the ability to deliver outcomes through continuous improvement.   

• A genuine curiosity for innovation, including how AI, automation and insights can be used responsibly to improve customer and colleague experiences.