NAB Dispute Resolution Associate
Core
Internal Dispute Resolution Associate acting as the last line of defence to resolve complex customer complaints and turn difficult moments into fair outcomes.
Role type
Associate, customer-facing dispute resolution specialist
Builds
Fair, practical outcomes for customers and improved complaint handling processes
Domain
Banking / Financial Services / Customer Experience
Deliverable
client delivery
Required skills
Call centre experience, verbal communication, written communication, problem-solving, critical thinking, stakeholder engagement, process adherence
Preferred skills
Dispute resolution experience, banking knowledge, PEGA or similar case management tools
Responsibilities
Speak directly with customers to understand concerns and support them through difficult situations; Take ownership of complaints from start to finish across phone and written channels; Break down complex issues, identify root causes, and make balanced decisions; Work closely with internal stakeholders to resolve issues and influence outcomes; Provide guidance and coaching to frontline teams on complaint handling; Spot themes and emerging issues to drive root cause improvements