NAB Hardship Advisor
- Join NAB's hardship call centre team for a 12-month role.
- Provide exceptional customer service to clients facing financial difficulties.
- Manage accounts and assist customers in exploring their options.
JOIN NABS HARDSHIP CALL CENTRE TEAM TODAY! 12 MONTH | $39.99PH + SUPER | CBD LOCATION
Your new role
Starting 23rdNovember 2026,you will be based at our Docklands Victoria location for a 12-month period, with the likelihood of extension, subject to performance. The offered salary is $39.99 per hour plus super. A compulsory 7-week full-time training will be provided from the office with the potential to transition to a hybrid work model after 90 days, with 2 days in the office. Your working hours will be Monday to Friday. Between 8 am to 8 pm on a rotating roster, with occasional Saturday shifts from9 am to 1 pm, totalling 38 hours per week.
As a Customer Assist Advisor,you will be at the frontline of meaningful conversations with customersexperiencing various financial situations. Your role is vital in helpingcustomers understand and explore their options and regain control of theirfinancial wellbeing.
You will manage accounts with customers who have fallenbehind on their payments or are at risk of doing so. These are not always easyconversations, however, are incredibly important. You will need to exhibitempathy and resilience to build trust and provide tailored, practical solutionsthat meet both the customers needs and NABs standards. This is a fast-pacedrole where youll be expected to handle high volumes of inbound and outboundcalls while maintaining quality and empathy.
As a Customer Assist Advisor for NAB, your mainresponsibilities will include, but not be limited to:
We Are Customer Obsessed
Manage accounts that have fallen overdue orcustomers facing financial difficulty. You will be providing exceptionalcustomer service and tailored solutions for overdue accounts in an inbound& outbound phone capacity. Discussing potential financial arrangements andideal payment methods that align with customer situations.
We Keep It Simple Educating the customer about services whichthey can use to help them better manage their accounts. Applying yourproblem-solving skills to be able to assist customers in their unique situationwhilst taking on an empathetic and proactive approach.
We Win Together Build working relationships with bankers,NAB Care, and assist in coming up with payment plans and setting up directdebit or onetime payments, etc. Youll also have the opportunity to expand yourskills into hardship and business accounts, gaining exposure to different areasof the department and supporting your career development.
What you'll need to succeed
An ability to show empathy, resilience and emotional intelligence when faced with difficult customer conversations
Confidence in navigating sensitive conversations around financial difficulty
Strong customer service call centre experience highlydesirable
Excellent verbal and written communication skills
Interest in banking and customer excellence
What you need todo now
If you're interested in this role, click 'applynow' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but youare looking for a new position. Please contact us for a confidential discussionon your career.
As anequal opportunity employer, we encourage applications from people of all ages,Nationalities, abilities, cultures, sexual orientations, and gender identitiesIncluding Aboriginal and Torres Strait Islander peoples, the LGBTQIA+community, and people living with disabilities to apply.
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