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.