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Fraud Assist Analyst - Customer Service

Help customers through some of their most vulnerable moments and make a real difference every day
Comprehensive 12-week training program with a pathway to flexible hybrid working
Join a customer-obsessed team delivering critical fraud support across Australia

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of Fraud Assist Analyst - Customer Service, you will join the Fraud Assist team that's doubling down on customer obsession by supporting customers impacted by fraud and helping them navigate complex situations with care, empathy and confidence. Working quickly and with purpose, you'll take ownership of customer concerns and deliver the support they need during some of their most challenging moments.

Each day, you’ll go above and beyond to:

Deliver exceptional customer service while supporting customers impacted by fraud through inbound phone conversations
Take ownership of complex customer situations and identify appropriate next steps to achieve the best customer outcomes
Build trust through empathy, active listening and clear communication when supporting vulnerable customers
Work within a highly structured contact centre environment, maintaining roster adherence while helping us move with speed for our customers
Educate customers on fraud prevention and provide accurate guidance to help them feel informed, supported and secure

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

Proven customer service experience managing complex enquiries and de-escalating challenging customer situations
Demonstrated ability to build trust through empathy, active listening and clear communication
Resilience and confidence supporting customers through difficult or emotionally demanding circumstances
Experience thriving in high-volume environments and managing back-to-back customer interactions while maintaining service quality
Strong problem-solving skills with the ability to balance customer needs, process requirements and risk considerations
Comfort working within a highly structured and scheduled environment where adherence to rostered hours, breaks and service expectations is critical
Availability to complete the initial 12-week full-time office-based training program
A customer-obsessed mindset and a genuine passion for helping customers when they need support most

A diverse and inclusive workplace works better for everyone

We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

This role operates across a Monday to Sunday roster within business operating hours of 7:00am to 11:30pm. Employees work standard full-time hours across rostered shifts. Following successful completion of the initial 12-week office-based training period, flexible hybrid working arrangements are available.

For details on the recruitment process, and accessibility, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.

Next Steps for this role:

You may be required to complete an online assessment and digital interview which will require you to submit video responses.

Fraud Assist Analyst - Customer Service

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