Loan Variations Officer

AMP Parramatta, New South Wales, Australia

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AMP is a long-standing bank that supports customers across banking, super, retirement and finances. We help people see and make more of their financial potential, so that they can create their tomorrow.

The Loan Variations Officer is integral in ensuring the delivery of our service offering. The focus is on the customer, processing loan variation requests for existing home loan customers, making outbound calls to confirm requests, obtain information, educate on options, and confirm legitimate activity. The role may involve assessment and analysis of loan applications for PAYG and Self Employed applicants for personal, investment and business use. Applications come from all sales channels across the Bank including internal direct contact plus brokers and financial planners.

Main Focus Areas

• Process customer and broker loan servicing requests.
• Assess loans for approval or decline in line with Bank policies and provide strong customer service to internal and external partners by making proactive calls to discuss assessments and offer solutions if a loan does not fit policy.
• Communicate with customers and stakeholders through various channels.
• Respond promptly to customer enquiries and requests for status updates.
• Keep a record of customer interactions, transactions, comments and complaints.
• Assist with resolving customer complaints and contribute to investigations as needed.
• Achieve agreed productivity, quality, and compliance targets.
• Collaborate with team members to achieve business objectives.
• Identify and raise concerns that may impact the client experience or regulatory compliance.
• Incident and risk management support as required by the Operations Manager.
• Liaise with third party vendors for operational updates.
• Perform other duties and special projects as required.

Ideally, you will bring the following experiences to this role:

• Previous experience in a fast-paced customer focused environment.
• Banking experience and expert knowledge of loan servicing.
• Minimum 2–3 years in a credit/lending environment including analysis of self-employed applications and existing loan management (e.g., loan variations).
• Ability to manage high volumes and work under pressure.
• Ability to recognise, analyse and solve problems.
• Strong numeracy and communication skills (oral and written).
• High attention to detail and commitment to quality.
• Flexible and willing to try different approaches to reach successful outcomes.
• Understanding of compliance framework and regulations such as privacy, KYC & AML.
• Knowledge and experience in using complaints procedure.
• Passionate about helping people and excited about a career in customer service.
• Positive attitude and desire to make a difference.
• Team player with the ability to build effective working relationships with internal and external staff.
• Conflict resolution and negotiation skills.
• Understanding of team and business requirements; accountable for own performance and results.
• Identify efficiencies and improvements to operations.
• Ability to handle high work volumes and meet deadlines.
• Time management and ability to keep to deadlines.
• Desire and ability to continuously develop customer service skills.
• Experience in multi-tasking to meet all work requirements and timeframes.

Adapt from BAU to the ambiguous with ease. Change is not easy, so bring commitment, grit and a growth mindset. You'll be expected to contribute across areas in a lean environment and participate in executive decisions that influence direction. If you thrive on challenge, AMP can be a liberating place to work.

Why you'll love working at AMP

We encourage clever ideas and experimentation. We're inclusive and flexible in many ways, with a focus on health and wellbeing. Our people are at the heart of AMP, helping us connect, feel valued and do meaningful work.

We support inclusion and diversity and actively encourage candidates from Aboriginal and Torres Strait Islander backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you see opportunity where others see challenge, join us to transform an iconic Australian brand. Applications may close earlier than the advertised date if a suitable candidate is found.