Offboarding Operations Analyst - Fraud Exits, Docklands VICDepartment: AR Customer Services Ops Customer Servicing Retail
Division: Australia Retail
Location: Melbourne
About UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the RoleAs an Offboarding Specialist, you will be accountable for completing operational processes that initiate and process the closure of customer accounts, including managing the process of exiting customer accounts with a positive balance and returning customer funds via cheque, managing customer inquiries, and handling returned cheques, charity payments, and/or unclaimed funds. In addition, you will support team members with various Home Loan Servicing and Maintenance tasks as required, helping to maintain high service levels and efficiency within both the immediate and broader teams.
Role Type: Permanent
Role Location: Level 8, 833 Collins Street, Melbourne, VIC 3008
Work Hours: Full Time
What will your day look like?As an Offboarding Specialist, you will be responsible for:
Reviewing customer accounts (with positive balance) scheduled for exit, ensuring all required documentation and compliance records are complete.Preparing and issuing cheques for exited accounts, ensuring accuracy of amounts and details.Verifying positive account balances before cheque issuance and promptly addressing any discrepancies.Conducting regular account reconciliations to ensure all transactions align with financial records.Identifying and resolving any inconsistencies or issues related to customer's positive balances or payments.Maintaining a record of charity payments and unclaimed funds, ensuring compliance with relevant regulations.Keeping accurate records of all offboarded accounts with positive balances and cheque transactions for audit and compliance purposes.Generating reports on the offboarding process wherever required for management review.Managing relationships with key stakeholders, ensuring clear communication, alignment, and timely decision-making.Coordinating with internal and external stakeholders to address concerns, provide updates, and support project objectives.Supporting the continuous review and updating of process documents and assisting with ongoing training initiatives.Able to cross-train in other Servicing and Maintenance functions to ensure operational continuity.Managing the offboarding process for non-compliant customers in line with ANZ policies.What will you bring?To be successful in this role, you will ideally bring the following:
Detail-oriented and highly organized.Ability to work independently and manage multiple priorities.Strong ethical standards and professional demeanor.Capable of working in a dynamic and fast-paced team, and able to support team and multiple team functions.Skilled in planning, organizing, and prioritizing tasks.Experience in banking and finance, including services, products, and systems.Ability to communicate effectively with all levels of management, build strong referral networks, and manage stakeholder relationships.Strong analytical and problem-solving skills, and MS Excel capabilities.Able to make sound, risk-based decisions using relevant information.Flexible and able to respond effectively to changing circumstances.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.
So why join us?From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you'll be part of an organisation where the different backgrounds, perspectives, and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.
To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 82293.
Job Posting End Date
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