Credit Assessment Officer

**Req ID**: 74726
**Department**: NZ Personal Banking Customer Service Operations
**Division**: New Zealand
**Location**: Bangalore
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
This position is responsible for managing the key functions across Online Store Personal Banking assessment.
This team is 24X7 customer servicing team that supports the Digital channel and Contact Centre business in NZ across various processes. The teams operate around the clock and works in partnership with NZ having shared responsibilities with onshore counterparts.
The role requires to provide best personal banking assessment requests. Does need to provide advice and therefore not required to be nominated representative.
In addition, it will also be expected that this role undertakes some up skilling into other functions to maximise operational capability to establish First Contact Resolution and be flexible to work 24/7 roster.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: Permanent
**Role Location**: Bangalore
**Work Hours**: Night shifts
What will your day look like?
**As the Senior Credit assessment Officer**:
Target Service Level Agreements (SLAs) are consistently met.
Provide the highest possible level of customer service by ensuring all duties are processed in an accurate and timely manner to meet or exceed customer expectations.
Develop sound, ongoing relationships with all customer groups through effective communication
Provide an integrated service to customers & stakeholders. Makes self-available to deal with problem issues.
Completing all required documentation within quality and data retention thresholds.
Sharing information and providing ongoing support and guidance to team members.
Adherence to CAD framework credit assessment checks and internal quality checks
Recommend decisions outside CAD and refer to the appropriate reporting level for approval
Effective liaison with customers (internal & external) and other ANZ departments as appropriate to ensure that administrative & fulfilment duties are completed.
Work tasks consistently meet all agreed SLA’s whilst reducing inconsistencies associated with risk/errors measured by Team Manager.
Actively supports changes within team and business and makes recommendations for process improvements.
Seek support whilst assisting bilingual customers to establish first contact resolution
Contributes to overall rating through completion of training requirements. Adherence to policy and identification and reporting of potential risks.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
The ‘must have’ knowledge, skill, and experience (KSE) the role requires are:
High level of resilience across various systems
Strong Stakeholder Management & Negotiation and Influencing skills
Understanding Digital business
Excellent communication skills both written and verbal
Strong customer ethics to provide quality and timely customer service
Concern for Quality and Standards
Demonstrate growth mindset and contribute to the team success
Flexible with shifts and weekend working
Minimum 1-2 years of under writing skills
The ‘good to have’ knowledge, skill, and experience (KSE) the role requires are:
Strong customer focus and skills and experience working in voice based process
Ability to provide first contact resolution and be able to identify customer requests that require referral to other channels
Knows when and how to escalate customer issues
Acquire Microsoft Office knowledge
Multi-lingual skills, being able to speak and understand another language
Job Posting End Date
08/09/2024, 11.59pm, (IST)