Sr Banking Ops Analyst, CS
- ANZ
- 2 - 3 years
- Bengaluru
- 2 months ago
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Job Description
Role Location : M3 Building , Acacia, Manyata Tech Park.
To perform a variety of pre-settlement tasks and processes, such as perform pre-checks as specified, verify documents, prepare progress draw requests and other tasks in relation to the resolution of customer requests.
To assist Production Lead as per Team Managers guidelines Accountability.
To assist Production Lead as per Team Managers guidelines Accountability.
What will your day look like
Work completed within Banks set policies, procedures and standards and able to apply business knowledge in daily work
Monitors progress on outstanding matters
Gain understanding of customer queries/concerns by gathering necessary information. Research customer requests by gathering all relevant information/data, ensuring all available avenues and sources of information are investigated.
Recognise issues requiring escalation and act accordingly
Develop sound relationships with ANZ customers ANZ staff by maintaining two-way communication
Maintain strong verbal and written communications with stakeholders to ensure complex cases are handled accurately the first time
Handling/Managing the macro/queues for Team in line with SLA (If required)
Demonstrating phone etiquette with mandatory inbound / Outbound Call experience
Process items/events with timeliness and accuracy
Work Allocation, prioritising escalations and distributing work to team members
Staff communications, staff meetings rostering and work distribution
Resolve and/or escalate complex matters to the Manager in a timely manner
Focus on continuous improvement of the process
Be a back-up for the Production Lead and assist in the following activities:
Accurate timely reporting of work results, escalation management, production management, provide on-floor support
Monitors progress on outstanding matters
Gain understanding of customer queries/concerns by gathering necessary information. Research customer requests by gathering all relevant information/data, ensuring all available avenues and sources of information are investigated.
Recognise issues requiring escalation and act accordingly
Develop sound relationships with ANZ customers ANZ staff by maintaining two-way communication
Maintain strong verbal and written communications with stakeholders to ensure complex cases are handled accurately the first time
Handling/Managing the macro/queues for Team in line with SLA (If required)
Demonstrating phone etiquette with mandatory inbound / Outbound Call experience
Process items/events with timeliness and accuracy
Work Allocation, prioritising escalations and distributing work to team members
Staff communications, staff meetings rostering and work distribution
Resolve and/or escalate complex matters to the Manager in a timely manner
Focus on continuous improvement of the process
Be a back-up for the Production Lead and assist in the following activities:
Accurate timely reporting of work results, escalation management, production management, provide on-floor support
What will you bring
To grow and be successful in the role, you will ideally bring the following:
Minimum 2 to 3 years of experience in mortgage process (Australian mortgage process knowledge is an added advantage).
Strong problem-solving, critical thinking abilities, communication email etiquette skills, attention to detail, and Adaptability.
Proficient in making calls and workshop with Sales group/banking managers and other key stakeholders.
Risk Assessment: Assess risk factors associated with loan documentation and verification. Ensure compliance with regulatory standards and identify areas for process improvement
Process Improvement: Identify inefficiencies in the mortgage process and recommend improvements to streamline operations, reduce costs, or improve customer satisfaction.
Team Collaboration: Work closely with upstream/downstream teams and other departments, to align process improvements and compliance.
Strong problem-solving, critical thinking abilities, communication email etiquette skills, attention to detail, and Adaptability.
Proficient in making calls and workshop with Sales group/banking managers and other key stakeholders.
Risk Assessment: Assess risk factors associated with loan documentation and verification. Ensure compliance with regulatory standards and identify areas for process improvement
Process Improvement: Identify inefficiencies in the mortgage process and recommend improvements to streamline operations, reduce costs, or improve customer satisfaction.
Team Collaboration: Work closely with upstream/downstream teams and other departments, to align process improvements and compliance.
You re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we d love to hear from you.
So why join us
From the moment you join ANZ, youll be doing meaningful work that will shape a world where people and communities thrive.
But its not just our customers wholl feel your impact. youll feel it too. Because at ANZ, youll have the resources, opportunities, and support you need to take the next big step in your career.
Were a diverse bunch at ANZ in different roles, different locations, doing different things. Thats why we have a range of flexible working arrangements, so our people can make work, work for them. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, youll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. Thats because were committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.
To find out more about working at ANZ, visit https://www.anz.com.au/careers . You can apply for this role by visiting ANZ Careers and searching for reference number 94923.
Job Posting End Date
14/06/2025 , 11.59pm, (Melbourne Australia)
Job Classification
Industry: BankingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: ANZLocation(s): Bengaluru+ View Contact
Keyskills: Production Lead Outbound Production management Escalation management Customer satisfaction Process improvement Risk assessment Continuous improvement Downstream Recruitment
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