Fulfilment Officer

About the role

The Fulfilment Officer will perform a variety of pre‑settlement tasks and processes, including pre‑checks, document verification and preparation of progress draw requests. You will support the resolution of customer requests while contributing to ANZ’s mission of improving financial wellbeing.

Key responsibilities

• Develop a strong understanding of customer queries by gathering and analysing relevant information.
• Execute tasks in line with the bank’s policies, procedures and standards.
• Build and maintain relationships with customers and internal stakeholders through clear communication.
• Handle customer and staff queries, providing end‑to‑end resolution via email and phone.
• Keep customers informed according to established service standards.
• Prioritise and allocate work efficiently among team members.
• Escalate complex issues to the manager and ensure timely reporting to the team leader.

Required profile

• 1‑2 years of experience in mortgage processing.
• Graduate degree, preferably with a background in financial accounting.
• Strong problem‑solving, critical‑thinking and communication skills.
• Attention to detail, adaptability and effective interpersonal abilities.
• Proven ability to manage complex cases and escalations while delivering exceptional customer service.

Required skills

What we offer

• Permanent employment with flexible shift patterns.
• Opportunities to learn, grow and try new things within a dynamic banking environment.