Why work in Personal Direct at NAB?

You’ll be supported to deliver positive change for our customers, communities and grow your career.

Here are just some reasons to consider working in our NAB Personal Direct team.

Investing in our colleagues

We want our colleagues to achieve their full potential, which is why we tailor coaching to individual development goals and provide support so they can feel confident and capable over their career. We provide opportunity to be the best and learn from the best.

Empowering our customers

We empower our customers to manage their money, from helping them with their day to day banking enquiries, to supporting them in a crisis when they need us most.

Innovation everyday

We’re committed to making things simpler for our customers. That’s why we continue reviewing our home loan processes, improving digital experiences and launching exciting products. In Personal Banking, we design banking for how people live, with a focus on making it effortless and uncomplicated.

About the team

In Personal Direct, we recognise our colleagues are our difference. We’re empowered to thrive in a fast-paced, exciting environment. We’re committed to wellbeing, belonging and development. This is through hybrid working arrangements, along with dedicated coaching and training for this role and beyond. These commitments help us serve customers well and help our communities prosper.

Our team supports our customers’ everyday banking and home lending needs. With around 1,000 people, Personal Direct is one of NAB’s largest contact centres. We offer lending and servicing solutions to customers over the phone and through digital channels.

We're proud of our ability to influence how customers experience NAB. We have the opportunity and passion to create advocates and build trust through our interactions.

The way our customers need and want to bank with us is changing. We’re responding to this and are driven to make our digital banking experience simpler and easier.

Meet our team

Watch the video to hear why our colleagues enjoy working in Personal Direct at NAB.

What we’re focused on

We’re helping build the best personal bank in Australia by delivering simple and digital products and services, supported by professional bankers.

We’re making it easier for customers to access our services across a range of home lending and everyday banking products, online and over the phone.

While more customers are using the NAB app, visiting our website or using phone banking to manage their finances, human conversations will always be important in banking. To support our customer’s changing behaviour, we’re finding simpler, more convenient ways to serve them, with significant investments in digital options and by ensuring our people are digital banking experts.

What to know before you apply

  • Working in Personal Direct, you’re guaranteed variety – every day will differ. 

    Whether you’re handling a general enquiry or helping solve a customer problem, you’ll need to quickly assess each customer's needs before directing them toward the best solution.

    Our customer service function is in high demand, meaning our roles are fast-paced and scheduled to ensure we deliver timely customer interactions.

    If you have strong critical thinking, problem-solving skills and enjoy multi-tasking to deliver exceptional service, a role in Personal Direct might be for you.

    You’ll have opportunities to make a genuine difference through your work and be highly supported by leaders who inspire and energise their teams.

    Doing the right thing for our customers and our business is vital, so adhering to NAB’s compliance obligations in your conversations will be a key component of your day-to-day activities.

    Challenges in the role

    We understand that when settling into a new role some challenges may arise.

    The challenges in the role may include:

    • Navigating through multiple complex systems
    • Working in a fast-paced environment, which may involve handling back-to-back customer calls or multiple written interactions at once
    • Engaging in problem solving for our customers.

    Our obligation to know our customers means Personal Direct colleagues may need to ask questions to confirm the customer’s identity, which may be confronting for some customers. However, risk management is a key focus at NAB, to ensure we comply with our legal obligations and protect our customers.

    Importantly, you’ll be well supported in your role both by your leader and colleagues in similar roles. These challenges will benefit you in setting up for success at NAB.

  • You must be an Australian or New Zealand citizen or Australian permanent resident to apply for permanent Australia-based roles. Your visa status will be verified as part of an overall probity check prior to appointment.

  • Personal Direct has five locations across Australia:

    1. Docklands, Victoria
    2. Knox, Victoria
    3. Parramatta, New South Wales
    4. Adelaide, South Australia
    5. Perth, Western Australia
  • Onboarding

    In Personal Direct, we want you to grow. You’ll be supported to build competency and skills that will help you develop expertise in banking and finance, while harnessing digital skills to shape the future of banking.

    We understand learning is part of the job, which is why we offer comprehensive training. Our ‘Proficiency Hub’, also known as our ‘training school’, is one of the best training environments at NAB.

    Here we provide new colleagues with essential banking and finance foundations in a classroom style environment. This Proficiency Hub training is a hyper care environment that supports you in the early months of your journey with Personal Direct. This training is full-time and generally conducted face-to-face.

    Ongoing training

    We understand career goals differ. That’s why your leader will spend time getting to know what’s important to you and helping you plan next steps to achieve competency in your current role and prepare for future roles. Your leader and coach will provide a hands-on learning approach. Personal Direct colleagues are also eligible for our Career Qualified in Banking accreditation program, a globally recognised certificate, once they’ve worked with us for 6 months.

    Career development

    There are many fantastic career development opportunities in our area, and across NAB. Each year, more than 20% of Personal Direct colleagues are offered roles in other areas of NAB thanks to their capabilities, skills and experience.

  • Work-life balance is an important focus for NAB and Personal Direct. We encourage colleagues to adopt a ‘hybrid’ approach, giving you the flexibility to work from home part of the week and be onsite to connect with your team on the other days.

    To ensure we can provide you with the best support during your time in the Proficiency Hub, we’ll require you and your team to work onsite five days a week. Colleagues can use the ‘hybrid’ approach after completing their Proficiency Hub training.

  • There’s a 4-step process to applying for a role in Personal Direct. Each step requires you to be successful to proceed to the next stage. These steps are:


    You’ll receive email confirmation within five business days of submitting your application. Your application will go through a screening process and if eligible, you’ll be invited to the next stage.

    Online testing

    You’ll undertake four short tests via NAB’s Job Portal. This is designed to ensure you’ll excel in the role.

    Video Interview

    If you’re successful in online testing, you’ll be asked to complete a short video interview. During this, we’ll ask you three questions to give us an opportunity to hear more about you and how you’ve dealt with different scenarios in the past.

    Engagement session

    If you’re successful in the video interview, you’ll be invited to this session. It’s our opportunity to meet you and other candidates, and make sure you’ll love joining our team. We’ll ask you to do a couple of activities relevant to the role and to present to the group.

    We’ll communicate with you about your application primarily by email, so it’s important you read our emails thoroughly as they’ll contain information you’ll need.

    We’re committed to helping our applicants pursue roles on a level playing field by removing barriers that people with a disability, mental illness or medical condition may face. If you’d like to discuss any adjustments for the recruitment process (or the role), please let the recruitment consultant know. You can also find out more about accessibility at NAB.

Explore available jobs

With thousands of roles, there’s a place for you to grow at NAB.

Important information