Your new company

To be successful with NAB, you will go above and beyond to achieve great results for the customer, the company and yourself. NAB is passionate about diversity and inclusion and will guarantee you are a valued member of their community. NAB's core values include, We are customer-obsessed. We keep it simple. We move with speed. We own it and We win together.

• Exciting opportunity to start your career in Banking at NAB.
• Engaging work environment with an open and supportive culture.
• Make a real difference for our customers and communities.

Your new role:

NAB are looking for Customer Service Enthusiasts to join their remediation team. This team sits within the Customer & Corporate Services Division. This team liaises with NAB non-individual customers on KYC and compliance documents needed to meet AUSTRAC and KYC requirements.

This role is responsible for delivery of Refresh and Remediation and call activity and ensuring that Applicable Customer Identification Procedures (ACIP) are completed for individual and non-individual entities to ensure profiles are compliant meeting regulatory requirements in line with the AML/CTF programme and standards.

The responsibilities of the role include but are not limited to:

• Provide exceptional customer service to NAB non-individual customers - simple and complex entities
• You will be remediating compliance for complex entities like trust funds, SMSF, corporates etc.
• An average of up to 35 inbound/outbound remediation calls centred around Know Your Customer (KYC) requirements to ensure NAB has up-to-date customer information, so accounts can be compliant.
• Process administrative duties such as: Confirming Source of Wealth and Source of Income documents, verifying customer IDs, TFN/ABN, and related KYC documentation.
• Apply appropriate Customer Identification Procedures (ACIP) ensuring customer profiles are compliant meeting regulatory requirements in line with the AML/CTF programme and standards.

Starting early October, this is a 12-month temporary assignment with a strong potential for further extensions. You will work Monday - Friday 9 am - 5pm. Total hours worked will be 37.5 hours per week. The hourly rate is $52 per hour plus superannuation.

What you'll need to succeed

• Having prior call-centre inbound / outbound experience is essential.
• Prior experience with KYC/AML and financial services is desirable
• Need to have dual monitor screens for your home office set up where applicable for hybrid working.
• Passionate about customer service and having strong resilience.
• Can authenticate customers and understand what a compliant and non-compliant customer looks like.
• Have strong attention to detail and demonstrates a sense of urgency.
• Adaptable to change and can demonstrate flexibility.
• Demonstrates empathy when/where required.
• Familiar with AUSTRAC and (KYC) Know Your Customer requirements is handy but not essential.