Fraud Assist Analyst - Part Time (Melbourne)

Fraud Assist Analyst – Part Time Frontline inbound call centre role supporting NAB customers affected by fraud. This is a 12‑month fixed‑term contract with part‑time hours. Hours of shift (part time, fixed schedule): Monday to Friday, 9:00am–2:30pm or 6:00pm–11:30pm depending on business demands. Requires full‑time in‑office availability for the first four weeks of training, then transition to part‑time training with adaptable hybrid working once fully trained. Responsibilities
- Take back‑to‑back calls from customers who have been impacted by fraud (up to 40 inbound calls per day).
- Provide excellent customer service and address fraud‑related concerns.
- Actively educate customers on fraud prevention.
- Treat each customer’s circumstances as unique, dealing with vulnerable customers with empathy and understanding.
- Resolve complex circumstances and initiate next steps to achieve resolution.
- Communicate the correct information about the process and products, ensuring customers feel safe and informed. Qualifications
- Proven customer service experience with ability to manage complex inquiries and de‑escalate challenging situations.
- Empathetic, resilient communicator who can support vulnerable customers with care and professionalism.
- Demonstrated ability to thrive in high‑volume environments, confidently handling back‑to‑back calls while maintaining quality service.
- Availability for full‑time in‑office training for the first four weeks, then part‑time with flexible hybrid working. A diverse and inclusive workplace works better for everyone. We are committed to providing an environment where you can work your way. #J-*****-Ljbffr #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rswq3