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NABConnect Team Member - eChannel Servicing Technical Support Specialist Job Details

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NABConnect Team Member - eChannel Servicing Technical Support Specialist (Ref: 667807)
Sector, Sub Sector: Other
Compliance Type: Regulatory/Compliance
Expertise: -
Company: National Australia Bank
Location: Aust - VIC Metro Oceania, Australia
Employment Type: Contract
Job Description:

  • Act as the first point of customer contact - Inbound Call Centre
  • Permanent Full-Time opportunities
  • Located at Knox

At NAB, it's all about our people reaching their full potential. And that means we drive the sustainable success of our business.

The Technical Support Specialist will provide support and service to our customers, bankers including internal and external stakeholders, by way of understanding, diagnosing and resolving issues relating to our product offerings.

Responsibilities:

  • Diagnose/ resolve/escalate NAB Connect, National Online and Direct Link calls
  • Provide first level technical support to eChannel Servicing customers
  • Maintain product and technical knowledge at a high standard and keep up to date on all changes
  • Answering phones promptly with professionalism
  • Contribute to the department Grade Of Service by achieving individual KRA's
  • Providing highest level of customer service and "getting it right first time every time" to both internal staff and external customers
  • Ensure all ongoing emails/records are concise, clear and are updated as required, in a timely manner
  • Accept responsibility for all actions taken
  • Giving and receiving feedback in a professional and constructive manner
  • Provide professional and ethical behaviour in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures relevant to the position

Experience:

To be successful in this role you will have previous experience within a busy service centre environment. You will have the ability to communicate clearly and concisely and have a proven ability to diagnose and resolve enquiries. You will require strong customer service skills, and an ability to adopt an analytical approach to resolve eChannel Servicing calls.

We embrace diversity of thought, style and working arrangements to ensure our workforce is representative of the community that we serve.

Job Ref No: 667807