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Fraud Assist Analyst

JuniorFull-timeHybridMelbourne VIC, AustraliaProfessional servicesDataCustomer servicePosted 2 days ago
View your fit0 of 9 criteria met

About the job

This job is all about being a vital part of the Fraud Assist team at NAB, where you will support customers affected by fraud. Your role is crucial in ensuring that each customer feels valued and understood, as you provide them with the right information and assistance. The team thrives on a culture of empathy, innovation, and inclusivity, making it a fantastic place to grow and make a real difference.

You'll be responsible for

🌟

Providing excellent customer service

Deliver exceptional service to customers impacted by fraud, treating each circumstance as unique and ensuring they feel safe and informed.
📞

Handling inbound calls

Manage up to 40 inbound calls daily from customers and other NAB staff, addressing fraud-related concerns and providing education on prevention.
💬

Supporting vulnerable customers

Show empathy and understanding while solving complex circumstances and initiating next steps for resolution.

What we're looking for

📞

Proven customer service experience

Experience managing complex inquiries and deescalating situations.

View fit

💬

Empathetic communication skills

Ability to support vulnerable customers with care and professionalism.

View fit

⚡

High-volume call handling

Demonstrated ability to handle 40+ calls daily while maintaining service quality.

View fit

View more

Meet the team

About the company

View your fit

0 of 5 criteria met
Proven customer service experience
Experience managing complex inquiries and deescalating situations.

View

Empathetic communication skills
Ability to support vulnerable customers with care and professionalism.

View

High-volume call handling
Demonstrated ability to handle 40+ calls daily while maintaining service quality.

View

Availability for in-office training
Willingness to work full-time in-office for the first 12 weeks.

View

Commitment to inclusivity
Understanding and respecting diverse backgrounds and identities.

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