NAB
Relationship Associate- Preston
Whether your goals are big or small, we’re here to help. More than money.
Customer service and support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why NAB
We exist to serve our customers and help our communities prosper. We’re focused on what matters most and here to support you with your banking needs in any way we can. We’re open for business.
About the role
As a Relationship Associate you will:
- Align to local teams and building relationships with customers through retaining local knowledge.
- Drive customer advocacy by being an empowered case resolver for customer servicing enquiries
- Support Relationship Managers to complete customer servicing tasks and maximise utilisation of value chain stakeholders to assist in the timely completion of customer requests
- Be accountable for customer adoption of digital channels including education of customers to transition to self-servicing channels to simplify customer banking
- Be Centre of Excellence for on boarding new to bank customers and completion of KYC requirements including accountability for quality and time to cash metrics
- Identify ways in which we can continue to meet or better support our customer needs through engagement with our specialist bankers
- Proactive management of the Term Deposit Rollovers and opening of new Term Deposit Accounts
- Provide a concierge service for the Business Bankers for customer calls and emails and be empowered to deliver first point resolution
- Assist Bankers with Asset finance quotes, documentation and payout information for customers
What you will bring
- Tertiary qualification in Banking & Finance or a business-related discipline (preferred)
- Ability to deliver superior customer service on a consistent basis
- Knowledge and understanding of digital platforms and customer self-service channels
- Foundational NAB System Knowledge, proficiency in Siebel and Ebobs desirable
- Financial analysis ability and willingness to further develop business and financial acumen
What you'll be responsible for
- 🤝
Relationship Building and Management
Develop, maintain, and prioritize relationships with key stakeholders to achieve specific goals
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
Meet the team
