Fulfilment Officer – Customer Services

About the role

ANZ is looking for a Fulfilment Officer to join its Customer Services team in Bengaluru. You will act as a Senior Banking Operations Analyst, handling pre‑settlement tasks, verifying documentation, and supporting the resolution of customer requests.

Key responsibilities

• Gather and analyse information to understand customer queries and concerns.
• Research and verify mortgage documentation, ensuring compliance with regulatory standards.
• Identify issues that require escalation and act promptly.
• Maintain clear verbal and written communication with customers and internal stakeholders.
• Manage team queues, allocate work, and monitor service level agreements.
• Conduct inbound and outbound calls with professional phone etiquette.
• Participate in continuous process improvement initiatives.

Required profile

• 2–3 years of experience in mortgage processing (Australian mortgage knowledge is a plus).
• Strong problem‑solving, critical‑thinking, and attention‑to‑detail.
• Excellent written and verbal communication skills.
• Ability to work flexible, rotational shifts.

Required skills

What we offer

• Permanent employment within a leading banking group.
• Opportunities for learning, growth, and career development.
• Flexible shift patterns to support work‑life balance.