Job Description

About Us

At 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 Role

As a Customer Resolution Officer, you will play a key role in ensuring that the investigation, remediation, and re-documentation of impacted customers are completed in accordance with the established processes and guidelines governing the Customer Resolution team, while meeting required timelines and maintaining high-quality standards.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: 12-month Fixed Term contract

Role Location: Pacific Operations, Kalabu

Work Hours: Full-time

What will your day look like?

As a Customer Resolution Officer, you will:

• Provide accurate and timely processing of services while delivering exceptional customer service through the effective identification and management of customer needs and expectations.
• Calculate, investigate, check, and process loan interest adjustments.
• Re-document customer disclosures.
• Perform loan corrections, ensuring these are analysed, calculated, and processed accurately.
• Complete all required checks, including the maker-checker process, and update bank systems accurately in compliance with bank policies, procedures, and legal requirements.
• Ensure individual service level agreements (SLAs) are met through effective time management.
• Work with the Team Leader to proactively identify opportunities to reduce cycle times and improve service delivery.
• Develop and maintain strong working relationships with stakeholders across the Pacific, building a strong network.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Experience in Credit, Lending, or Frontline Operations, with a strong understanding of loan structures.
• Previous processing or credit experience, including data processing and credit-related activities.
• Demonstrated ability to work within complex operational environments.
• High attention to detail and accuracy.
• Strong time management and communication skills.
• Proven ability to take a proactive approach to identifying and resolving issues.

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.

Job Posting End Date

30/09/2026, 11.59pm, (Melbourne Australia)