NAB Customer Service Advisor (Personal Banking - Cards & Digital)

Your new company

To be successful with NAB, you will go above and beyond to achieve great results for the customer, the company and yourself. NAB is passionate about diversity and inclusion and will guarantee you are a valued member of their community. NAB’s core values include, We’re customer obsessed, We keep it simple, We move with speed, We own it and We win together.

Your new role

Your career at NAB is about more than money. It’s about serving our customers well and helping our communities prosper.

As a Customer Service Advisor, you will work in a highly structured inbound contact centre, handling approximately 40 - 60 calls per day.

Type of calls and role responsibilities:

• Supporting personal banking customers with credit and debit card, digital banking and transactional enquiries.

• Assisting with credit card balances, fees, rewards points, balance transfers, lost or replacement cards and card activation.

• Helping customers with Internet Banking and the NAB app, including blocked access, transfer limits, statements and updating personal details.

• Handling everyday banking enquiries such as unrecognised transactions, direct debits, Term Deposits and account transfers.

• Working towards contact centre KPIs and performance expectations while maintaining quality, accuracy and compliance on every call.

• Following strict banking policies, procedures and regulatory requirements when handling customer information and transactions.

• Navigating multiple banking systems efficiently and taking ownership of customer enquiries through to resolution.

This is a 6-month assignment with the potential for extension. The pay rate is $38.89 per hour plus super. Start date is early December 2026. You will work an average of 37.5 hours per week across a 5-day rotating roster, Monday to Sunday. The rotating roster operates between 7:00am and 7:15pm Monday to Friday, with occasional weekend roster requirements between 9:00am and 6:00pm, subject to business needs. Weekend rostered hours are likely to be completed from home.

This role will be based at 700 Bourke Street, Docklands VIC. It will be a hybrid working arrangement from home and in the office after you have completed 10 weeks of training and are fully proficient in the role. When working hybrid, it will be 3 days in the office and 2 days from home.

What you'll need to succeed

• Experience in customer service such as retail/hospitality, call centre, or banking role.

• Relevant tertiary degree such as Business, Commerce, Finance, Accounting (Preferred).

• Passionate about helping customers.

• Proven communication skills, the ability to connect with customers and to assist them with their queries.

• Demonstrated attention to detail.

What you'll get in return, in exchange for your commitment, you will be offered extensive training. NAB strives to deliver exceptional outcomes that push the limits and expectations of their employees.