CSE Officer

Job Summary

To handle all enquiries, provide status updates and turnaround times to Customers, Brokers, Mobile lenders, Branch and Solicitor s relating to the post assessment of an application. Enquiries through calls and emails. This includes Mortgage Documentation, Settlements, FHOG and Purchase settlement bookings. CSE Officers also case manage application and ensure files are ready for settlement.

Banking is changing and we re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you ll be building your future, while helping to build ours.

Role Type: Permanent. Role Location: Bangalore. Work Hours: Early Morning Shifts.

What will your day look like

• Continuously applying best practice procedures developed when dealing with and responding to customer enquiries to promote FPCR and reduce repeat calls.
• Strive to deliver superior customer service within given timeframes
• Answer all calls in a professional manner
• Gain understanding of customer queries/concerns by gathering necessary information
• Recognise issues requiring escalation and act accordingly.
• Research customer requests by gathering all relevant information/data, ensuring all available avenues and sources of information are investigated
• Meet or exceed quality assurance standards
• First call resolution culture
• Raise CMOS where applicable
• Identifying improvements to best practice procedures (BPPs) and providing feedback to team leader/SME where improvements required as a result of learned experience and application
• Keeping informed of the introduction of new products, policies, promotions, procedures and best practice processes
• Participating actively in the achievement of team goals and be willing to take on additional responsibilities (e.g. mentoring new staff) to improve team performance
• Undertake appropriate security procedures and practices when dealing with customer enquiries
• Ensure cases are processed in compliance with current policies, guidelines and legislation

What will you bring

To grow and be successful in the role, you will ideally bring the following:

• Knowledge of Banking products and procedures
• Strong customer ethic to provide quality and timely customer service
• Efficient effective in adapting to Change environment
• Oral written Communication and proficiency in MS Word, Excel and Power point
• Customer centric approach
• Developing Organisational Capabilities
• Collaboration and influencing

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.