• Support our customers by resolving a range of complaints as first point of contact
• Ensure complaints are resolved within the regulatory timeframes
• Bring your ideas, ambitions, and passions both in and outside of work

Our people are customer obsessed. They work in close partnership to prioritise customer needs and deliver exceptional outcomes. This collaborative mindset enables innovation and builds enduring customer relationships supporting our ambition to be the most customer‑centric company in Australia and New Zealand. 

In the role of Associate, Internal Dispute Resolution, you will join the Customer Services team as we strengthen our focus on customer obsession.

You’ll make an impact each day by: 

• Answer calls from customers who wish to make a complaint or provide a compliment  
• Log and manage all complaints in accordance with PEGA Processes and Protocols  
• Take ownership for resolution of all complaints received – both phone calls and written complaints  
• Provide support, coaching and advice to frontline and CCC staff on complaint management and PEGA usage   
• Provide feedback and guidance on escalated complaints where appropriate and highlight emerging sources/drivers of complaints  
• Provide feedback to NAB’s back office (e.g. product/system owners) to prevent systemic issues  
• Resolution of complaints that involve write-offs / ex-gratia payments  

You’ll bring to this role:

• Strong customer focus  
• Excellent personal resilience  
• Knowledge of dispute handling models, developments and practical issues related to dispute handling  
• Understanding and previous use of PEGA  
• Excellent written and particularly verbal communications skills (must be comfortable taking inbound calls)  
• Won’t shy away from having the tough conversation with customers  
• Proven ability to establish and maintain effective relationships within a team as well stakeholders

A diverse and inclusive workplace works better for everyone

We know that when our colleagues feel valued and celebrated for who they are, our customers experience banking that’s fairer, more accessible, and designed with who they are in mind. That’s why we’ve built a culture of inclusion and respect, where colleague voices are heard and valued, and everyone is supported to bring their authentic selves to work. 

For details on the recruitment process, and accessibility, or alternate methods to apply for this role, 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

At NAB, we’re committed to supporting our colleagues with a comprehensive range of benefits designed to help you thrive both professionally and personally, including enhanced leave options, wellbeing support, access to NAB Perks, and ongoing career development opportunities. 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. “#LI-DNI”