Senior Fulfilment Officer

About the role

ANZ is looking for a Senior Fulfilment Officer to join its Retail Operations team in Bengaluru. In this role you will perform pre‑settlement tasks, verify documentation, prepare draw requests and ensure customer queries are resolved efficiently.

Key responsibilities

• Gather and analyse information to understand customer queries and concerns.
• Research requests using all available data sources and identify escalation points.
• Maintain two‑way communication with customers and internal staff.
• Handle macro‑queues and adhere to service‑level agreements.
• Conduct inbound and outbound calls with professional phone etiquette.
• Process items accurately and within defined timelines.
• Allocate work, prioritize escalations and distribute tasks to team members.
• Lead staff communications, meetings, rostering and work distribution.
• Resolve or escalate complex matters to management promptly.
• Drive continuous improvement of processes.

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, including email etiquette.
• Adaptability and ability to work collaboratively with sales, banking managers and other stakeholders.
• Experience in risk assessment and regulatory compliance.
• Proven ability to identify and implement process improvements.

Required skills