NAB Customer Identity Remediation Phone Analyst

Hays is proud to be supporting NAB in the recruitment of Customer Identity Remediation Phone Analyst.
Your new company
To be successful with NAB you will go above and beyond to achieve great results for the customer, the company and yourself. NAB is passionate about diversity and inclusion and will guarantee you are a valued member of their community. NAB’s core values include, Excellence for Customers, Grow Together, Own It, Be Respectful.

Your new role
You will be working together as a team to help detect, disrupt and deter financial crime in our communities. You will be working directly with our customers and our bankers via inbound and outbound calls to perform various customer identity due diligence and remediation activities, including investigation, assessment, and preparing documentation. Your role is to provide an excellent customer experience whilst also having the ability to objection handle through providing information to customers.

Your responsibilities include but are not limited to:
  • Taking mainly inbound remediation calls from NAB customers and bankers, centred around Know Your Customer (KYC) requirements to ensure NAB has up to date customer information.
  • Engaging with customers to verify and update their details onto NAB core systems to ensure NAB is compliant with its Anti Money Laundering / Counter Terrorism Financing Program & Standards.
  • Ensuring a simpler and faster experience for customers by delivering timely and efficient services aligned to service level agreements and call performance metrics.
  • Provide an excellent customer experience whilst also having the ability to objection handle through providing information to customers.
  • Resolving and handling customer enquiries surrounding KYC requirements.
  • You will be partnered with experienced subject matter experts and supported by leadership.
  • You will receive exposure from engaging with bankers, customers, investigators, and compliance activities

What you'll need to succeed
  • Experience working in customer service and/or contact centre role is essential
  • Strong communication (written and verbal) across a broad range of stakeholders and customer management skills essential
  • Experience in analysis and review of information or data
  • The ability to problem solves and identify continuous improvement opportunities
  • Able to work collaboratively and effectively across several functional teams
  • Ability to thrive in a fast-paced environment and manage competing priorities

What you'll get in return
In exchange for your commitment, you will be offered extensive training. NAB strives to deliver exceptional outcomes that push the limits and expectations of their employees.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

LHS 297508 #2653554


Job Type
Banking & Financial Services
VIC, Melbourne CBD

Talk to a consultant

Talk to Steffi Lee, the specialist consultant managing this position, located in Melbourne
Level 21, 360 Collins Street

Telephone: 96049542