Senior Associate

Location

• It’s more than a career at NAB. It’s about more meaningful work, more global opportunities and more innovation beyond boundaries .
• Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.
• NAB has established NAB Innovation Centre India as a centre for operations and technology excellence to support NAB deliver faster, better, and more personalized experience to customers and colleagues.
• At NAB India, we’re ramping-up and growing at a very fast pace. Our passionate leaders recruit and develop high performing people, empowering them to deliver exceptional outcomes to make a positive difference in the lives of our customers and our communities.

Key Decisions

Key Responsibilities

• Manage and resolve customer interactions through digital channels using a range of systems and tools to achieve a high level of customer satisfaction. Raise customer pain points through the Customer Voices program.
• Follow daily schedule as communicated through WFM/WFO to ensure correct service level coverage for customers.
• Deliver on customer interactions that are aligned to the Great Customer Conversation framework.
• Manage customer feedback, appropriate use of delegation authority and record into nabONE system. Escalation to a Team Leader where required.
• Adherence to policies and procedures outlined in NAB policy to ensure risk compliance.
• Provide professional and ethical behaviour in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures relevant to the position.
• Completion of all assigned training modules within deadlines, maintain personal records where required.
• Maintain an appropriate level of product and process knowledge.
• Attendance and participation in group meetings/huddles, individual coaching and development conversations.

A diverse and inclusive workplace works better for everyone

• Our goal is to foster a culture that fills us with pride, rooted in trust and respect. NAB is committed to creating a positive and supportive environment where everyone is encouraged to embrace their true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

More focus on you

Join NAB India