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

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.

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

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.

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, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's 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, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're 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

30/06/2025 , 11.59pm, (Melbourne Australia)