DIGI - Universal
I forgot my password for internet banking and now i'm locked out of my internet banking how do I get in?
#digi - Ask customer what device they are using and proceed with the following:
- Tap forgot your password
- Enter your Nab Id
- Enter the security code sent via SMS or tel banking pw
- Enter new password & reconfirm
I made a purchase for a product however I never received the product, so I would like to dispute the charge.
- Empathise with the customer
- #digi
- For mobile/computer: Go to account, select transaction and tap something not right, Tap dispute dispute transaction, follow the prompts and lodge
I can't remember my pin for my card, how can I change this?
#digi
- Tap my cards in the menu, Tap the card you want to change pin for, tap change your pin, enter new four digit pin & re enter, verification code will be sent, enter the code and continue!
I'm after some statements for my home loan from last year, how can I access this?
#digi for mobile: Select account, select statements, select dates down the bottom, open statement
#digi for computer: Select accounts, Select account statements, select the account needed and enter required dates, select dates once have appeared
I just got married and would like to change my name on my profile how can I action this?
Congratulate the customer!!!
Advise the customer they must bring in an original or certified copy of their marriage certificate and photo identification.
I want to know how much interest I earnt for the last financial year
#digi - Determine how the customer uses internet banking
For Mobile: Tap more, Tap Reports, Tap interest statements, Select the year & create report
For computer: Select accounts, choose interest statements, select year & creat report
How do I add my card to my apple/google pay?
#digi
- Tap my cards, select the card you want to add to apple/google pay, tap on apple/google pay, select the devices for the card to be added too, review details and tap next, input verification code.
I would like to know my payout figure for my personal loan and to close my personal loan
No digi here :(
Xfer to mortg serv
I've just lost my card and i'm extremely stressed out, what can I do?
Empathise with the customer and if they use internet banking then #digi
#digi for mob - Go to cards, select card, place temporary block on
or if they want to block and replace card
#digi for mob - Go to cards, select card, replace your card, block and replace card, confirm details and submit
I have a regular payment that comes out of my account and I would like to modify/cancel it.
**After inspecting the payment you notice it's an internet banking transfer they set up through internet banking**
#digi - Ask how they use internet banking
Mobile: Tap more, Tap my payments, In the future payments list select the payment you want to modify, tap modify/cancel payment
I'm going overseas for a holiday and plan on using my card while I'm there, I just want to ensure nothing gets flagged while I'm away on holidays.
Acknowledge customer is having a nice lil retreat!
#digi for mobile: More, Travel, tell us where you're going, add a trip & fill out form
#digi for computer: Profile and settings, Travel notifications form, tell us where you're going, add a trip & fill out form
I would like to open up a personal loan and was wondering how I do so?
#digi for mobile - Select more, New account, Personal loans, Select personal loan that suits you and continue
#digi for computer - Select products, products, personal loan, apply now and go through form with customer
I would like to update my address on file however it's not allowing me to do so on the app.
*You notice customer isn't registered for SMS security*
Advise the customer the reason they can't change this is due to not being registered with sms security however you can #digi both!
Step 1:
#digi for Internet banking: Go to profile & settings and select security and password, click register now, choose to set up sms security with mobile phone, enter the code sent to phone and submit.
Step 2: Profile & settings, my details, Edit details, enter security code and submit
I would like to open a new visa debit card.
*customer has never had a card on this account before*
#digi for mobile: Select cards, Find the card that's right for you, Visa debit card with existing account, Apply now, and go through the form with them
#digi for browser: Select products, Select products again, Visa debit card, Apply now, and go through the form with them
I would like to stop direct debits coming out of my account.
*After inspection you notice they are coming out the customer's card*
Advise the customer the only way to cancel this is by blocking & replacing the card and deactivating any tokens affiliated with the card or by cancelling it directly with the merchant.
For certain merchant's you can google how to cancel their subscription by searching for it online so use those resources!
I have fallen behind on some payments for my loan and I would like to go on a payment plan if possible, is there such an option?
No digi here, however... look to get the customer through the customer to our nab assist team to help them as best we can as they have stated they have fallen behind on payments.
I need a statement with todays date on it which show's my balance's and full name and address and it's an urgent matter.
*There are no recent statements on file and it is a Friday*
#digi - Given the customer's circumstances needing a statement immediately we need to dig a little deeper and understand the request.
- Guide the customer through mobile banking/internet banking that their is a proof of balance statement available which displays this information and would be available immediately.
- Can search for it in mobile banking or will be on home screen in internet banking on a computer.
I'm about to buy a brand new car and need to transfer a higher amount than possible, the car is worth $40,000 how can I increase my transfer limit?
*You notice business accounts on their profile*
Congratulate the person on their new purchase!
- #digi. Can only be done on a web browser (phone or computer/laptop)
- Although their are business accounts this is still possible:
Go to profile & settings, select internet banking settings, under accounts & display deselect the business accounts/third party accounts where it has the enabled button ticked & save account settings.
- Select change limit and choose new daily limit from drop down menu and select update limit, input sms security code.
- Once the transfer has been made guide the customer to change limit to what they want and reenable the third party/bus accounts
I would like to add someone to my credit card, but I can't get into a branch due to work how can I action this?
#digi for App: Select cards, and select card, click on usage controls, select add another cardholder & fill out form
#digi for Internet banking: Select cards, and select card, click on manage your card, select add another cardholder & fill out form
How do I access my redraw for my home loan?
#digi for mobile - Select home loan account, Tap redraw, select account you'd like to transfer funds into, enter redraw amount and submit details