JOB PURPOSE

• Support specialised segment customers and colleagues to remediate customer information on new systems.
• Ensure customer details are correctly recorded and verified.
• Collate and pass on feedback to the technology / project team.
• Ensuring new technology solutions and mainframes are performing as intended.

YOUR RESPONSIBILITIES

• Manage the customer experience, ensuring the controlled and efficient delivery of required services in conjunction with effective communications.
• Collaborating with internal stakeholders, ensuring business partners in product and operations are proactively engaged when required to ensure successful outcomes.
• Follow all standards of work instructions as relevant to deliver on transactional banking products.
• Develop rapport with customers and colleagues and be the point of contact and coordination to resolve all queries.
• Complete all tasks within required SLAs for product and servicing.
• Apply the sun-down rule – get back to customers by the end of the day with a resolution or with an update on when their query will be resolved.
• Work with the product managers of a new product solution to pass on feedback and help to prioritise workflow.
• Other tasks are assigned by managers.

YOUR SKILLS AND EXPERIENCE

• From 1-2 years’ experience in operation and administrative roles (Highly preferred experience in Banking domain).
• Effective communication in both Vietnamese and English.
• Customer-oriented, responsible.
• Integrity, high commitment, and teamwork spirit.

THE BENEFITS AND PERKS

We appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here’s how we support our people with a range of exclusive benefits.

1. Generous compensation and benefit package

• Attractive salary
• 20-day paid annual leave and 7-day paid sick leave
• 13th month salary and Annual Performance Bonus
• Premium healthcare
• Monthly allowance for team activities
• Premium welcome kit and occasional gifts of appreciation
• Extra benefits on your work anniversary

2. Exciting career and development opportunities

• Large scale products with modern technologies in banking domain
• Clear roadmap for career advancement in both technical and leadership pathways
• Access to digital learning platform such as Udemy
• Consistent and high-quality leadership training through the Distinctive Leadership program (DLP)
• Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers)
• Sponsored English course with native teachers
• Opportunity for training in Australia

3. Professional and engaging working environment

• Hybrid working model and excellent work-life balance
• State-of-the-art & modern Agile office
• Food and beverages in the office pantry
• Employee Assistance Program to improve your physical and mental health
• Annual team activities and company events
• A solid and talented team behind you – great people who love what they do

A DIVERSE AND INCLUSIVE WORKPLACE WORKS BETTER FOR EVERYONE

We know that our people make us who we are. That's why we have built a culture of respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

CLOUD-FIRST

NAB is undergoing an exciting "Cloud First" technology transformation by taking advantage of the latest tools and techniques used by leading technology and digital companies globally. But it’s not just about the Tech, we are also investing heavily in our people, so if you have an appetite to learn, grow and elevate others around you, this is the place for you!

If this excites you, let's have a chat over a cup of coffee!