Associate, Extra Care Community

Deliver exceptional customer service by actively listening to and responding to customer needs across phone, email and in‑person interactions

Provide case-managed, personalised support for customers experiencing vulnerability, ensuring appropriate and sustainable banking solutions

Manage and resolve customer enquiries with empathy, professionalism and sound judgement

Maintain accurate records and follow up consistently on outstanding matters

Work collaboratively with stakeholders across Retail, Direct, NAB Resolve, Financial Crime and NAB Assist to ensure wraparound customer support

Coach and consult colleagues in branch on how to deliver Extra Care support to customers

Stay current on NAB policies, services and support pathways available to customers

Participate in ongoing training, capability development and continuous improvement to enhance customer experience, processes and compliance

Previous experience in customer service, particular in roles involving vulnerable populations and case management

Excellent communication and interpersonal skills, with ability to build trust and rapport over the phone

Strong problem-solving abilities and time management skills

Empathy, patience, and a genuine desire to help others

Ability to case manage complex enquires

We respectfully ask candidates to hold any questions for the phone interview, where we’ll discuss the role in detail and answer any questions. This helps to ensure a focussed, efficient and fair application process. The talent acquisition team looks forward to addressing all inquiries at that time if your application progresses.