We are seeking a compassionate and dedicated Fraud Specialist to join the Community Hub Network in Cairns on a full-time basis. In this role you will be in Branch five days per week as an in-branch fraud-specialist, based at the Cairns Community Hub, coaching branch colleagues in Fraud Fist Response and supporting customers experiencing complex, ongoing and/or high-risk vulnerabilities.
As a Fraud Specialist in this specialised role, you will provide essential banking support to customers in person, or through centralised support channels. The role requires a high level of personal resilience, empathy, and strong problem-solving skills. Make a real difference for our customers and communities by delivering high quality services to help prevent, detect and disrupt Fraud and Scam activity.
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 this role of Fraud Specialist, you will join our Fraud Services Cards team that’s doubling down on protecting the community and our customers.
Each day, you’ll go above and beyond to:
- Deliver exceptional customer service by actively listening to and responding to customer needs across in person interactions and phone interactions
- Provide support for customers experiencing Fraud / Scam related vulnerability, ensuring appropriate and sustainable banking solutions
- Manage and resolve customer enquiries with empathy, professionalism and sound judgement
- Maintain accurate records and follow up consistently on outstanding matters
- Work collaboratively with stakeholders across Retail, Direct, Extra Care Hub, Financial Crime and NAB Assist to ensure wraparound customer support
- Coach and consult colleagues in branch on how to deliver Fraud First Response to customers
- Stay current on NAB policies, services and support pathways available to customers
- Participate in ongoing training, capability development and continuous improvement to enhance customer experience, processes and compliance
We’re looking for the best and brightest to deliver the best for our customers. You’ll need:
- Demonstrated experience in fraud frontline / customer-facing role
- Excellent communication and interpersonal skills, with ability to build trust and rapport
- Strong problem-solving abilities and time management skills
- Empathy, patience, and a genuine desire to help others
- Demonstrated experience in training, capability uplift, or knowledge-sharing initiatives
- Resilience and emotional intelligence when handling complex and / or vulnerable customers
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.
For details on the recruitment process, and accessibility, or alternate methods to apply for this role, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team via [email protected] (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.
