NAB Hardship Advisor

Your new role

Starting 23rd November 2026, you will be based at our Docklands Victoria location for a 12-month period, with the likelihood of extension, subject to performance. The offered salary is $39.99 per hour plus super. A compulsory 7-week full-time training will be provided from the office with the potential to transition to a hybrid work model after 90 days, with 2 days in the office. Your working hours will be Monday to Friday. Between 8 am to 8 pm on a rotating roster, with occasional Saturday shifts from 9 am to 1 pm, totalling 38 hours per week.

As a Customer Assist Advisor, you will be at the frontline of meaningful conversations with customers experiencing various financial situations. Your role is vital in helping customers understand and explore their options and regain control of their financial wellbeing.

You will manage accounts with customers who have fallen behind on their payments or are at risk of doing so. These are not always easy conversations, however, are incredibly important. You will need to exhibit empathy and resilience to build trust and provide tailored, practical solutions that meet both the customer's needs and NAB's standards. This is a fast-paced role where you'll be expected to handle high volumes of inbound and outbound calls while maintaining quality and empathy.

As a Customer Assist Advisor for NAB, your main responsibilities will include, but not be limited to:

We Are Customer Obsessed -

Manage accounts that have fallen overdue or customers facing financial difficulty. You will be providing exceptional customer service and tailored solutions for overdue accounts in an inbound & outbound phone capacity. Discussing potential financial arrangements and ideal payment methods that align with customer situations.

We Keep It Simple -Educating the customer about services which they can use to help them better manage their accounts. Applying your problem-solving skills to be able to assist customers in their unique situation whilst taking on an empathetic and proactive approach.

We Win Together -Build working relationships with bankers, NAB Care, and assist in coming up with payment plans and setting up direct debit or onetime payments, etc. You'll also have the opportunity to expand your skills into hardship and business accounts, gaining exposure to different areas of the department and supporting your career development.

What you'll need to succeed

An ability to show empathy, resilience and emotional intelligence when faced with difficult customer conversations
Confidence in navigating sensitive conversations around financial difficulty
Strong customer service call centre experience highly desirable
Excellent verbal and written communication skills
Interest in banking and customer excellence

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position. Please contact us for a confidential discussion on your career.

As an equal opportunity employer, we encourage applications from people of all ages, Nationalities, abilities, cultures, sexual orientations, and gender identities- Including Aboriginal and Torres Strait Islander peoples, the LGBTQIA+ community, and people living with disabilities to apply.

Please click here to apply.