Customer Resolution Officer
Salary not disclosedPosted 9 days ago
Closes today
About the company
ANZ Fiji is part of ANZ, a bank focused on improving the financial wellbeing and sustainability of its millions of customers. The role sits within Pacific Operations, based in Kalabu.
About the role
This is a 12-month fixed term contract, full-time, based at Pacific Operations in Kalabu. The Customer Resolution Officer ensures that investigation, remediation, and re-documentation of impacted customers are completed according to established Customer Resolution team processes and guidelines, while meeting timelines and quality standards. Day-to-day work includes processing services, calculating and checking loan interest adjustments, and re-documenting customer disclosures. The role also involves completing maker-checker checks and updating bank systems in compliance with policies and legal requirements, and working with the Team Leader to identify ways to reduce cycle times and improve service delivery.
Key responsibilities
- Provide accurate and timely processing of services while delivering exceptional customer service through effective identification and management of customer needs and expectations.
- Calculate, investigate, check, and process loan interest adjustments.
- Re-document customer disclosures.
- Perform loan corrections, ensuring these are analysed, calculated, and processed accurately.
- Complete all required checks, including the maker-checker process, and update bank systems accurately in compliance with bank policies, procedures, and legal requirements.
- Ensure individual service level agreements (SLAs) are met through effective time management.
- Work with the Team Leader to proactively identify opportunities to reduce cycle times and improve service delivery.
- Develop and maintain strong working relationships with stakeholders across the Pacific, building a strong network.
About the successful candidate
- Experience in Credit, Lending, or Frontline Operations, with a strong understanding of loan structures.
- Previous processing or credit experience, including data processing and credit-related activities.
- Demonstrated ability to work within complex operational environments.
- High attention to detail and accuracy.
- Strong time management and communication skills.
- Proven ability to take a proactive approach to identifying and resolving issues.