NAB Customer Service Advisor - Merchant Services

Join NAB's Merchant Servicing contact centre team within the small business division!

Your new company
You'll play a key role in delivering exceptional customer experience while supporting merchants through every stage of their business journey, and to help them keep their operations running smoothly every day. This call centre supports businesses with technical EFTPOS terminals, payment solutions, settlements, account maintenance and day-to-day servicing needs.
Your new role

• Handling high-pressure high-volume inbound calls (30-40 calls per day) while adhering to KPI's.
• Helping to educate and service NAB's Business customers on first-call resolution basis.
• Adherence to the ASIC Standards and Industry Code of Practice.

Examples of calls you will receive, but not limited to:
- Troubleshooting EFTPOS terminal and POS connectivity issues.
- Assisting merchants with terminal faults, damage, replacement batteries and system outages.
- Supporting merchants with transaction failures, refunds, settlements and unrecognised transactions.
- Updating merchant account details, including trading names, addresses and banking information.
- Assisting with merchant fee enquiries and additional EFTPOS terminal requests as businesses grow.
- Changing surcharge settings, settlement preferences and other merchant servicing requests.

Start date is mid November 2026, and the initial assignment length will be for 12 months, offering an hourly rate of $38.89 + Super, with opportunities for extension or permanency*.You will be working full-time hours, 8 hours per day, 5 days per week.
Located at NAB Head Office, 700 Bourke Street Docklands.Shifts will run on a rotating roster between 7AM 10PM, Monday to Friday.This is 100% office-based for the first 6 months, and will transition to hybrid once cross-skilled and deemed capable.

What you'll need to succeed

• Valid AU/NZ Citizenship or Permanent Residents only!
• Prior call centre or professional experience.
• Resilient and ability to bounce back from setbacks.
• Customer-centric with positive interpersonal skills.
• Discipline with time
• Ability and commitment to work full-time hours for the length of contract and beyond.
• Tech savvy.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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