NAB boosts customer help with 1000 extra sets of hands



NAB is adding 500 employees, including more than 400 external hires, to its customer support team as the bank starts checking-in with customers who have received a repayment pause on around 80,000 home loans to help them through the impact of COVID-19.

The new roles mean NAB will have added more than 1000 people to directly support customers during the crisis, including existing NAB bankers trained with new skills to support customer contact teams.

NAB Chief Customer Experience Officer, Rachel Slade, said NAB bankers would be calling as many customers as possible to have a conversation and gain a deeper understanding of their situation.

“The past few months have been incredibly difficult for so many Australians and this is an opportunity for us to speak to customers who have requested a payment pause and check how they are doing,” Ms Slade said.

“The deferral has provided some immediate and much-needed relief, but if customers are able to make payments again we will be encouraging them to do so. We don’t want our customers to be in debt any longer than they need. We want our customers to choose what’s best for them.

“Already in the past week we’ve had hundreds of customers proactively contact us to reverse their home loan deferrals and resume making payments because they felt ready to do so.”

In the calls to customers, NAB’s dedicated support team will outline the current position of the customer’s home loan, the future impact of the repayment pause on their loan balance, and discuss customers’ plans for the months ahead.

“We know many of our customers will continue to feel the impact of COVID-19 for a long time and our expanded team will mean we can be available to support them through this,” Ms Slade said.

Nab assist roles are now open, find out more information here.



Related Articles

  • Half Year Results

Video: NAB CEO Andrew Irvine discusses 2024 Half Year Result

In this video interview NAB CEO Andrew Irvine reflects on NAB’s 2024 Half Year Results, economic conditions and the bank’s strategic direction.

  • 02.05.2024
  • Time to read 1 min read
  • Half Year Results

NAB announces 2024 Half Year Results

NAB has today released its 2024 Half Year Results to the market.

  • 02.05.2024
  • Time to read 1 min read
  • Executive Team

NAB Executive Leadership Team changes

National Australia Bank Group Chief Executive Officer Andrew Irvine has announced changes to NAB’s Executive Leadership Team.

  • 10.04.2024
  • Time to read 2 min read

Quick links

National Australia Bank — NAB

Sometimes When The Unexpected Happens, We Realise What We Truly Value. Whether A Home, Farm, Business Or Your Passion, NAB Is Here To Support You.

Business Research and Insights

For more business news and analysis, visit NAB’s Business Research and Insights.