Analyst AU Mortgage Settlements

Job Description

Job Title : Operations Officer, Residential Mortgages

Department : Retail Banking Operations

Team : Mortgage Application Team

Reports to : Chapter Lead, IB-RBO AU Mortgage App

Job Overview and General Accountability

ING Customer Operations in Australia is a supportive and dynamic team delivering innovative financial lending products which are at the forefront of digital banking in Australia. The Settlements Analysts primarily deliver processing and support services to ING Customer Operations and its third-party Brokers in Residential and Commercial mortgages, variations, credit administration, savings applications, securities, 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 in contributing to ING Customer Operations’ success.

The Savings and Mortgage Application Team operates within a responsibility of providing streamlined, globally consistent, accurate and efficient processing and support services through a scalable team located in IBSS Manila. Savings and Mortgage Application Team members ensure stakeholder needs are met whilst conveying the broader strategy of trust, accuracy, consistency and simplification.

Key accountabilities:

• Uphold IBSS Manila’s service delivery guidelines ensuring that all Mortgage Settlements processing is completed and processed within the agreed timeframes as well as quality requirements.

• Assist stakeholders in ING Australia in the finalization of approvals when all outstanding conditions and requirements have been met in accordance with bank policy and procedure.

• Provide outstanding customer service to stakeholders in ING Australia which will impact 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.

Major challenges

• Deliver a positive customer service experience with difficult third parties or challenging timelines.

• Maintain a high level of data accuracy (especially data entry and processing).

• Staying motivated and focused when processing repetitive tasks.

• Effective time management and processing.

• Adapting to a constantly changing environment, both in relation to organizational change, and

external market conditions.

Key Competencies and Experience

• 2-3 years recent processing and customer service experience preferably in the banking sector

• Excellent customer service and delivery skills.

• Intermediate Microsoft Office and intermediate numeracy/data analysis skills.

• Effective coordination and time management skills.

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

Self-motivated, proactive and able to work on own initiative.

• A strong team player with good interpersonal skills and is able to work well with others.

• Ability to work under strict timelines and ensure accuracy of information presented.

Other Skills and Competencies

• Customer service skills (including voice/phone skills) with a strong customer and delivery focus

• Complaints and objection handling

• Competent written/ verbal communication skills

• Acts professionally when under pressure (keeps emotions in check), mature and readily adopts

change

• Effective time management skills

• Active team contributor

• Build and maintain effective relationships with peers and stakeholders

Special Duties

• Participation in various projects and events (example: process improvements, root cause analysis of errors, trainings and engagement activities)

• Completion of Mandatory Compliance, in-house training courses and other Stakeholder-specified training programs.

• Adherence to ING’s Orange Code Values and Behaviors

• Observance of work quality, timeliness and excellence

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