.jpg)
A major lender has created a new role which will see bank staff help customers with home loans.
NAB's Home Lending Specialists would complete a certificate IV in financial services and undertake a tailored training program to offer "expert advice" in home lending.
The plan comes as the bank announced it would change its remuneration structure for its frontline staff.
Bankers who work in NAB’s branches and consumer call centres will be moved from their current incentives arrangements to NAB’s group short term incentive (STI) plan.
This comes after NAB’s commitment in April last year to implement the recommended reforms of the Sedgwick Report.
NAB executive general manager of performance and reward, Lynda Dean, said these changes demonstrate NAB’s continued focus on its customers.
Under the NAB group STI Plan, NAB employees are rewarded based on a balanced scorecard of customer advocacy, compliance with risk, process/quality improvements and financial performance.
Dean said, “We believe that how our people demonstrate NAB’s values as they do their job is just as important as the job itself, that’s why we’re moving all frontline bankers to the group STI Plan.
“This change is one of many things NAB is doing to make banking better for our customers, and to help bring to life our vision to be Australia and New Zealand’s most respected bank."
About the move to train bank staff in providing home loan advice, Dean said, "We are investing in our people so that they have the capabilities, skills, and training to provide a simpler, faster, and better customer experience."
