Fraud Assist Analyst

Vor 2 Tagen

Council of the City of Sydney, Österreich NAB Vollzeit

Fraud Assist Analyst – NAB Join NAB as a Fraud Assist Analyst in our customer‑centric call centre. This role supports customers impacted by fraud, providing resolution and prevention education. Key Responsibilities Handle up to 40 inbound customer calls per day, addressing fraud concerns and de‑escalating complex situations. Deliver excellent customer service, treating each case as unique and ensuring customers feel safe and informed. Proactively educate customers on fraud prevention and the NAB process. Support vulnerable customers with empathy, professionalism and resilience. Qualifications Proven customer service experience, managing complex inquiries and de‑escalating challenging situations. Strong communicator, empathetic and resilient, able to support vulnerable customers. Demonstrated ability to thrive in high‑volume environments, confidently handling back‑to‑back calls (40+ per day) while maintaining quality service. Availability to work full‑time in‑office for the first 12 weeks of training. Employment Details Contract type: 12‑month fixed‑term full‑time Shifts: Rotating – Monday–Friday 10am‑10pm, Sunday–Thursday 10am‑10pm, or Tuesday–Saturday 10am‑10pm, depending on business demand. Locations: Hybrid – initial 12 weeks in‑office training, then flexible hybrid at Parramatta Square NSW or Docklands VIC. Benefits & Culture NAB is committed to an inclusive, customer‑obsessed culture. We value equity, respect and the authentic selves of all employees. Benefit details available upon request. How to Apply Apply online at For accessibility or adjustment requirements, contact NAB Careers at Applicants will be screened and interviewed prior to the closing date of the advert. Unsolicited CVs from agencies will not be accepted. #J-18808-Ljbffr

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