Contact Centre Service Consultant

Req ID: 108350

Department: AR Customer Services Ops Customer Lending Retail

Division: Australia Retail

Location: Bengaluru

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

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. Their position provides support to those who will be responsible for preparing the relevant paperwork, schedule settlement and provide the finance/product to the customer, then finalise the handover of ownership once any finance agreement is finalised. These transactions may include settlement of international transfers, mortgages and other lending.

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: Bengaluru

Work Hours: 8.5hrs & Early morning Shift (3 AM Onwards)

What will your day look like?

As the Operations Contact Centre, you will:

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.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

Candidate should have 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.

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.

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?

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please 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 requirements, let us know how we can provide you with additional support.

/. You can apply for this role by visiting ANZ Careers and searching for reference number

Recruiter

Jyoti Tripathi ,

Hiring Manager

Ravi Srikanta Raje Urs

Job Posting End Date

, 11.59pm, IST