Why work in Retail at NAB?
In Retail, you’ll work with great people to create great customer experiences. And, you’ll have our support to excel for our customers, deliver positive change for our communities and grow your career. Here are just a few reasons why it’s great to work in Retail.
We’re committed to making things simple and easy for our customers. It’s why we continue to review our application processes, improve our digital experiences and launch new and exciting products. We design banking for the way people live with a focus on making it effortless, uncomplicated, and easy.
Human where it matters
We’re the face of NAB, we’re here for our customers and communities to provide support when it matters. We support our customers in different stages of their life, sometimes that means being there for them when they’re in crisis or experiencing vulnerability.
We’re committed to our community
With branches nationwide, we work closely with our communities to create connections, relationships and opportunities that make a real difference to the experience of others. Through community grants and volunteering our time, our team can support their local communities.
About the team
Our Retail team is made up of a diverse group of colleagues who are dedicated to making a difference in the lives of our customers and communities.
With over 5,400 people, NAB Retail has a national network located in metro, regional and remote locations across Australia. Over the past year, over 2.6 million retail customers and over 560,000 business customers have interacted with us in a branch and through our digital channels.
Meet our team
Watch our videos to hear directly from our colleagues about why they enjoy working in Retail at NAB.
Watch our short video to learn more about the benefits of being part of a supportive and collaborative community in the NAB Retail team. | View Culture in NAB Retail transcript (DOC, 15KB), opens in new window
Personal and career growth
At NAB, we’re interested in the whole person. Your personal growth is as important as career growth. Learn what colleagues have to say about their experiences in NAB Retail in their role as customer service advisors. | View Life as a customer service advisor transcript (DOC, 15KB), opens in new window
Development and coaching
Career development and coaching is an ongoing opportunity for colleagues. Home Lending Executives, Liam and Lydia, tells us about their own experiences in NAB Retail. | View Career development opportunities in NAB Retail transcript (DOC, 15KB), opens in new window
What we’re focused on
As a NAB Retail team we want to deliver the best customer experience in banking – and having highly engaged, expert colleagues, supported by the world’s greatest leaders is at the heart of this ambition.
What to know before you apply
We have a range of roles depending on your skills and experience, including home lending roles, leadership roles and customer service roles.
When you’re working in Retail, you’re guaranteed variety – every day will differ.
Whether you’re handling a general enquiry or using your skills to help solve a customer problem, you’ll need to quickly assess each customer's needs using multiple systems and direct them toward the best solution.
Doing the right thing for our customers and our business is vitally important, so adhering to our compliance obligations in your conversations will be a key component of your day-to-day activities.
Your day will include:
- greeting our customers as they enter the branch
- supporting our customers with education of digital banking options
- assisting customers with cash and complex transactions
- proactively contacting our customers over the phone to assist them with renewal of some products
- maintenance of self-service machines.
You’ll become an everyday banking expert and have great customer conversations every day to explore customers financial needs as well as current and future goals.
You’ll spend time connecting customers with colleagues for specialist advice which may include home lending, small business, or general insurance.
Home lending specialist
As a home lending specialist, you’ll support customers with their home lending needs. You’ll navigate multiple systems and processes to assess each customer's needs.
Whether supporting a customer in the hub or in the branch, you’ll focus on your core role of ensuring each customer’s home lending needs is achieved.
You’ll become a lending expert and have great customer conversations. These conversations will assist our customer in reaching their financial goals.
Your day will include:
- partnering with our customers to conduct an initial home lending interview to identify customer needs
- through your discussions you can identify a banking need that may result in a referral to a specialist who will be able to support the customer further.
In Retail, we want to deliver the best customer experience in banking for all customers. Our branch network is the front door of NAB and we want colleagues to feel confident in being able to deliver on this experience in a fast paced, dynamic environment.
If you’re passionate about delivering customer excellence, like to problem solve and enjoy the ability to multi-task to provide a great customer experience – a role in Retail might be for you.
Working in Retail gives you fantastic opportunities to make a genuine difference through the work you do, and you will be supported by great leaders, colleagues, coaches and mentors who inspire and energise their teams.
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.
Retail has over 400 branches nationwide located in metro, regional and remote locations across Australia. You may get the opportunity to work at different branches or other locations over your career with NAB Retail.
We want to be available for our customers when it suits them, and so our schedules are based on customer demand. We have both full time and part time opportunities. All rostered shifts include scheduled breaks and weekly scheduled shifts remain consistent.
Each job advertisement outlines the working expectations. These will depend on the role and branch opening hours if the role is based in a branch.
At Retail, we understand that learning is a daily part of the job, which is why we offer comprehensive training, tailored to your role.
Colleagues who join NAB will be supported by a world-class onboarding experience to set them up for success. You’ll receive training on the essentials of banking and finance and hands-on practice - supported by your leader, colleagues and a learning mentor. And if you’re a home lending specialist, you’ll also spend time in a lending hub, where you’ll have additional coaching support.
Upon commencing your role in Retail and completing your training you’ll be supported to build competency within the role and learn to perform consistently. You’ll develop deep expertise in banking and finance while harnessing digital skills to shape the future of banking.
After twelve months in the role, you’ll be eligible to undertake our Career Qualified in Banking accreditation program, a globally recognised certificate. Beyond this, you’ll receive extensive formal training while building on-the-job learning.
Throughout your time in Retail, you’ll build on your foundational skills with additional upskills that contribute to your personal and professional development, which will allow you to prepare yourself for success, whatever role you are in. You’ll work with your leader to consider the career path in Retail that’s right for you.
Explore available jobs
With thousands of roles, there’s a place for you to grow at NAB.
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