Senior Analyst

ING Customer Operations is a supportive and dynamic team delivering innovative financial lending products which are at the forefront of digital banking in Australia. Customer Operations Officers primarily support ING teams and third party Brokers in Residential and Commercial mortgages, variations, credit administration, savings applications, securities, treasury support, card services, reconciliations, payments and settlements. They carry out clerical activities, data processing, Customer validation, reporting and account maintenance. They must be honest, prudent and act responsibly because they play an integral role across Customer Operations.

Key accountabilities:

• Uphold ING’s service delivery guidelines ensuring that all Customer operation processing is complete and processed within the agreed timeframes as well as quality requirements;

• Assist ING Credit Assessors in the finalisation of approvals when all outstanding conditions and requirements have been met in accordance with bank policy and procedure;

• Provide outstanding customer service to ING Customers, Credit Assessors and Brokers (especially with enquiries);

• Consistently meet SLAs and internal KPIs to achieve operational excellence in mortgages, variations, settlements, savings, daily Banking, processing, reconciliations or payments; and

• Comply with all ING policies and procedures (especially ING’s Know Your Customer [KYC], fraud prevention, regulatory compliance and risk) to avoid unacceptable operational risk.

To be successful in this role ING Operations Officers must have:

• 3-5 years recent clerical and customer service experience preferably in the banking sector • Excellent customer service and delivery skills;

• Intermediate Microsoft Office and basic numeracy/data analysis skills;

• Effective coordination and time management skills; and

• Excellent verbal and written communication skills to confidently liaise with all stakeholders