Senior Associate

About this role

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Skills you'll use

What you'll do

• Manage and resolve customer interactions through digital channels using a range of systems and tools to achieve a high level of customer satisfaction. Raise customer pain points through the Customer Voices program.
• Follow daily schedule as communicated through WFM/WFO to ensure correct service level coverage for customers.
• Deliver on customer interactions that are aligned to the Great Customer Conversation framework.
• Manage customer feedback, appropriate use of delegation authority and record into nabONE system. Escalation to a Team Leader where required.
• Adherence to policies and procedures outlined in NAB policy to ensure risk compliance.
• 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.
• Completion of all assigned training modules within deadlines, maintain personal records where required.
• Maintain an appropriate level of product and process knowledge.
• Attendance and participation in group meetings/huddles, individual coaching and development conversations.

About NAB

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