Merchant Retention Specialist

NAB is seeking a Merchant Retention Specialist in Melbourne, VIC, to enhance customer retention for small to medium businesses. The role involves understanding customer needs, managing relationships, and collaborating with internal teams to improve banking solutions. Key responsibilities include proactive customer engagement, managing a sales funnel, supporting digital adoption, and ensuring compliance. Candidates should possess strong communication skills and experience in customer retention.
• Provide expert advice and help strengthen our ability to retain customers.
• Join a fun, connected and welcoming team and grow your career!
• Let your passion, expertise & customer centric values make a real impact.

We are passionate about retaining small to medium business customers and growing their banking relationship! We play a vital role in understanding our business customers to ensure they’re set up for success by tailoring solutions to suit their businesses and allowing them to manage cashflow effectively.

As a Merchant Retention Specialist, your primary purpose is to retain customers by understanding our customer’s needs for existing Transactional Banking solutions, fulfilling those needs and identify customers’ other banking needs to make NAB their bank of choice. In addition to this, you’ll be required to proactively contact merchant customers that are appearing to be at risk of defection and/or underutilising their transactional facilities.

There’s also an element of stakeholder engagement as it’s common for you to work with internal stakeholders such as Infield Transactional Specialists, Relationship Bankers and Approval Teams to progress applications. We’re also passionate about improving our business so proactive identification and delivery of continuous improvement initiatives will form part of your role, where we can shift from reactive to proactive.

As the Merchant Retention Specialist, you will.
• Building relationships with our customers on both a reactive and proactive basis so they can remain with NAB and further strengthen their banking relationship
• Effectively managing an active sales funnel, including good funnel hygiene like taking next actions/steps and maintaining the correct opportunity status in the sales cycle
• Support our customers shift towards digital adoption, improve cash management practices and help connect them across the organisation through referrals to support their ongoing and future needs
• Deliver relationship excellence by having meaningful conversations with customers
• Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified
• Meet Performance goals as set in your performance plan

What You Will Bring.
• Customer retention experience preferred.
• Outstanding communication, interpersonal and negotiation skills
• A sound understanding of transactional products and services is desired.
• Comprehensive knowledge of business/commercial practices
• You need ambition, and you need to be an enthusiastic self-starter!
• Ability to effectively manage conflicting priorities and competing stakeholder expectations.
• Ability to interact confidently via phone and utilise internal systems and tools i.e. Salesforce, Microsoft suite products.

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.

For details on the recruitment process, and accessibility, please visit www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.