Job Overview
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 Mortgage Application 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.
Key Responsibilities
• Uphold ING Hubs BV Philippine Branch service delivery guidelines ensuring that all Mortgage Application processing is complete 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.
Key Capabilities/Experience
• Deliver a positive customer service experience with difficult third parties or challenging timeliness
• 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
• 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
Minimum Qualifications
• At least 1-2 years recent processing and customer service experience preferably in the banking sector or a fresh college graduate with a bachelor’s degree in business or finance.
• 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
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What We Do
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
