Associate, Customer Identity Management

The position has been created due to the growth of Customer Identity Remediation’s Team. The role will be flexible to support changing demands, including performing quality checks, coaching, training and facilitating, managing change, investigations and operational work.


Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.




You’ll join a high-performing business, backing talented individuals.






Bring your ideas, ambitions, and passions both in and outside of work.




Each day, you’ll go above and beyond to:




This role is responsible for delivery of Remediation and call activity and ensure that Applicable Customer Identification Procedures (ACIP) are completed for individual and non-individual entities to ensure profile is compliant to meet regulatory requirements in line with AML/CTF program and standards.






Customer Inbound and Outbound remediation calls centred around Know Your Customer (KYC) requirements to ensure NAB has up to date information. The calls are structured around verifying and updating NAB core systems to ensure we are compliant whilst providing an excellent customer experience with the ability to effectively handle customer objections and complaints.






The role requires you to carry out administrative duties as required to ensure the effective operation of the business, such as maintenance records, email and updating source systems.







Your role will require you to complete work based around complex company structures while adhering to KPI standards set by the business unit - achieving optimal quality control outcomes and call compliance, customer experience results, implementations of Innovation and Continuous improvement, Productivity/AOM Performance outcomes, Remediation rate/number of remediated files and team engagement






The role will entail you to utilise subject matter expertise to investigate and finalise remediations for complex customer requirements.






The role will require you to complete facilitation, training and upskilling to ensure the team is working optimally and efficiently to achieve remediation outcomes.






The role requires you to strongly engage and influence stakeholders across the business to achieve remediation outcomes.






This role will also require you to effectively manage and coach to change across the business in support of the leaders ensuring the correct customer outcomes.




We’re looking for the best and brightest to deliver the best for our customers. You’ll need:




1-2 years in a comparable KYC, operations, remediation, framework or training development role, preferable in a Financial Crime environment






Minimum 1 year call centre experience with both Inbound and outbound calls.








Proven experience facing into multiple. stakeholders and navigating a large organisation.






Knowledge of Trusts and complex entities highly regarded.




We respectfully ask candidates to hold any questions for the phone interview, where we’ll discuss the role in detail and answer any questions. This helps to ensure a focussed, efficient and fair application process. The talent acquisition team looks forward to addressing all inquiries at that time if your application progresses.


A diverse and inclusive workplace works better for everyone.


At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where everyone single one of us feels appreciated and empowered to be our true, authentic selves, A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB a special place to be.


Continuing building your career at NAB


If you think this role is the right fit for you, we invite you to apply. To avoid disappointment, you are encouraged to have a minimum of 18 months tenure in your current role and your people leader’s endorsement to apply and participate in the selection process. To be eligible to apply, you must have Australian or New Zealand citizenship or Australian permanent residency status.



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