Loan Variations Officer

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you'll make an impact

The Loan Variations Officer is integral in ensuring the delivery of our service offering.

The Loan Variations Officer's focus is on the customer. Being a virtual bank, meaning a bank with no branches, one of the primary functions of the Loan Variations Officer is to process loan variation requests for existing home loan customers and make outbound calls to these customers to confirm requests, obtain additional information, educate on options, and confirm legitimate account activity, as well as calls to other stakeholders (e.g., Brokers) to provide status updates or discuss the requests. The role may also involve assessment and analysis of loan applications covering both PAYG and Self Employed applicants for personal, investment and business use. The applications are 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.
• Observing the Bank's policies and procedures where assessing loans for approval or decline, and provide great customer service to our internal and external business partners by making proactive phone calls to discuss the assessment or where more information is required and to offer solutions if the loan does not fit policy (if appropriate).
• Communicate with customers and stakeholders through various channels.
• Respond and action promptly to customer enquiries and requests for status updates on their requests.
• Keep a record of customer interactions, transactions, comments and complaints.
• Assist with resolving customer complaints, including providing input to the investigation of complaints.
• Achieve agreed productivity, quality, and compliance targets, measured using the agreed framework.
• Work in close collaboration with other team members in the business to ensure business objectives are achieved
• Identify and raise any areas of concern that may impact the client experience and expose the Bank to potential losses or instances of non-compliance with regulatory guidelines or community expectations.
• Incident & Risk management support as the Operations Manager requires
• Liaising with Third Party Vendors for operational updates
• Perform other duties and special projects as required

What you will bring to the team

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 is essential
• Minimum 2-3 years experience in a credit/lending environment including analysis of self employed applications and existing loan management (Eg. Loan variations)
• Ability to manage high volumes and work effectively under pressure
• Ability to recognise, analyse and solve problems
• Strong numeracy and communication (both oral and written) skills
• High level of 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
• Thrives from working in a team environment with high performing people
• Ability to build effective working relationships with both internal & external staff
• Conflict resolution and negotiation skills
• Strong understanding of team and business requirements
• Comfortable with being measured and is accountable for own performance and results
• Strives to identify efficiencies and improvements to how we operate
• Ability to handle high work volumes and perform effectively under pressure
• Time management and ability to keep to deadlines
• Desire and ability to constantly develop and maintain Customer Service skills
• Experience in multi-tasking to meet all work requirements & timeframes

You'll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

If you're someone that can hold their own, you'll find AMP quite liberating.

Why we think you'll love working at AMP

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don't procrastinate We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.