Home Lending Advisor – Melbourne

Frontline inbound call centre role supporting NAB customers. Permanent full-time position with later shifts from Monday to Friday, 10:30 am to 7:30 pm. This role requires you to work full-time in the office for the first 12 weeks of training, then enjoy flexible hybrid working at 700 Bourke Street, Docklands.

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.

As a Home Lending Advisor within our Personal Banking team, you’ll support customers with their everyday home loan servicing needs, helping resolve enquiries, explain products, and guide them through next steps with confidence. This is an inbound contact centre role where you’ll support customers and internal NAB colleagues through back-to-back calls in a fast-paced environment.

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

• Deliver outstanding customer service across inbound calls, supporting customers with home loan-related enquiries.
• Listen actively, show empathy, and work towards first-contact resolution wherever possible.
• Educate customers on products, services, and processes in a clear and confident way.
• Accurately capture customer details, activities, and outcomes in CRM and core banking systems.
• Manage customer feedback via appropriate systems and follow up to ensure resolution.
• Participate in ongoing training, coaching, and development to build product knowledge and capability.

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

• Experience in customer-facing roles such as retail, hospitality, call centres, telecommunications, or utilities.
• Confidence working in fast-paced, high-volume service environments.
• Strong communication skills with the ability to remain calm, professional, and empathetic.
• Experience working collaboratively in team environments and being open to feedback and coaching.
• Strong attention to detail and comfort using multiple systems.
• Availability to work full-time in the office for the first 12 weeks of training, including late finishes (up to 7:00 pm).

No prior banking experience is required—we’ll provide full training.

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 equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs), we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected, and celebrated. We are committed to providing an environment where you can work your way.