Lead, Financial Support Complaints

Support colleagues to manage the investigation and resolution of standard and complex complaints.

Support colleagues to help our customers who are experiencing financial difficulty.

Ensure the team is being run in accordance with Operational Excellence principles, with a strong focus on high performance, customer-centric outcomes and risk and compliance management.

Inspire colleagues to identify root causes and complaints insights to ensure enterprise issues are addressed, with a focus on Customer Voices.

Support the IDR and NAB Resolve Leadership Times to deliver an outstanding customer experience, engaged colleagues, and highly productive teams.

Strong experience in a customer facing role in banking.

Proven experience in a leadership role.

Strong experience in Operational Excellence / operations disciplines.

Strong communication and influencing skills.

Proven ability to lead and embed change within a team, and more broadly across a business unit.

Proven ability to manage time effectively to deliver a high volume of work, in accordance with DL planning principles.

Excellent problem solving skills, with demonstrated ability to solve complex problems quickly.

Preferred dispute resolution experience with the ability to manage and defuse difficult conversations.

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.

At NAB, we encourage our colleagues to invest in their skills, experiences and careers. To put your best application forward, we recommend firstly reviewing the job advertisement and the Role Purpose Statement (also known as the position description – this is linked to the job advert). This will give you a clear idea of what the role entails. If the opportunity excites you and aligns with your career aspirations, you should seek your People Leader’s endorsement and apply.

Note: all NAB colleagues are encouraged to have a minimum of 18 months tenure in their current role.

Looking for career advice? We’re excited about your interest in this opportunity! For personalised career advice and to discuss your growth within NAB, please speak with your People Leader. They know your journey best and can offer the most relevant support and guidance. Additionally, please visit CareerU or Careers at NAB for useful tips and tools. Our Talent Acquisition Consultants are dedicated to the hiring process and will not have the full picture of your career path.

We wish you the best of luck with your application! Application updates will be shared with you from PageUp (our recruitment system). We recommend you filter our current opportunities to your preferred location before applying. If you require any adjustments to the recruitment process or the role, please let the Talent Acquisition Consultant know.