Senior Banking Operations Analyst @ ANZ

As a Senior Banking Operations Analyst, you will:

• 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

• 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.

• 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.
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