Sr. Associate/ Analyst

Roles and Responsibilities:

• Health & safety. For your specific responsibilities refer to Responsibilities for Workplace Health and Safety located on the intranet under People Toolbar
• Behaving professionally and ethically in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures relevant to the position.
• Adherence to all internal operating procedures relevant to the position.
• Provide high quality service to BDSB customers through the most cost effective and appropriate channels:
• Action inbound tasks, emails, and other forms of customer communication/referrals within expected turnaround times.
• Be able to manage ambiguity & difficult conversations, and still deliver to our values to serve our customers well.
• Be genuinely passionate about providing solutions and understanding the goals and motivations of our business customers.
• Demonstrate strong knowledge of business key issues and financial acumen, and to be able to articulate customer centric solutions in your value proposition.
• Meet personal sales and referral/conversion targets with conversion to draw down, and aid retention to give value to the customers & protect and grow market share.
• Process, manage and support customers and bankers with applications utilising NAB programs to risk and correct process.
• To meet NPS targets & Customer Experience call compliance and quality scores and hold exceptional customer advocacy.
• Promote digital channels where available & proactively coach customers to uplift digital adoption.
• Understand and adhere to all quality compliance metrics, including call and file monitoring.