- Fantastic opportunity to join our Fraud Assist Services team
- Lead a friendly, encouraging and engaging team
- Flexible 24 hour rotating shift times including weekends and public holidays
At NAB, we believe success comes from our people. We're committed to supporting your talent and skills through your career, as you help us build a culture that affects change for our customers - and for the community too.
About the Role
The Team Leader, Fraud Assist will lead and operate one of our Card Fraud, Digital Fraud & Scam teams across the Australian region.
Key responsibilities
- Diagnose and resolve inbound customer queries relating to suspected crime on a timely basis and with quality
- Execute outbound customer remediation activities related to confirmed crime
- Deploy tactical operational plans to minimise financial losses due to crime
- Lead after hour crime prevention capability and practice
- Manage specialist and team member service performance to achieve desired service goals and targets
- Contribute to continuous improvement strategies for service productivity and utilisation and
- Contribute operational intelligence to maturing card and electronic fraud detection plans
Skills and Experience
- Strong leadership experience in either an operational or customer service focused role
- Customer driven commercial approach to business
- Results focussed
- Entrepreneurial, ‘thinks outside the square’ yet practical in approach
- Good verbal and written communication skills
- Good understanding of the business, ability to work closely with the business; sound business acumen and judgment; ability to see and communicate challenges in business terms; ability to understand and deliver business value
- Experience or exposure to Banking including Fraud or Risk would be desirable but not essential
How to apply
To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status.
We embrace diversity of thought, style and working arrangements to ensure our workforce is representative of the community that we serve.
