CSE Officer

Australia and New Zealand Banking Group Limited; Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

ANZ Bangalore is seeking a CSE Officer to handle customer enquiries, provide status updates and manage post‑assessment activities across mortgages and settlements. You will respond to calls and emails, ensuring timely resolutions and adherence to process standards in a fast‑paced banking environment.

The role requires knowledge of banking products and excellent customer service, with a focus on accuracy, compliance and continuous improvement in procedures.

Qualifications

• Knowledge of Banking products and procedures.
• Strong customer ethic to provide quality and timely customer service.
• Proficiency in MS Word, Excel and PowerPoint.

Responsibilities

• Handle enquiries, provide status updates and turnaround times to customers, brokers, mobile lenders, branches and solicitors.
• Manage post‑assessment enquiries including mortgage documentation, settlements, FHOG and purchase settlement bookings.
• Case manage applications and ensure files are ready for settlement.
• Research customer requests by gathering relevant information and data.
• Ensure cases are processed in compliance with current policies and legislation.

Job description

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CSE Officer

Department: GO - Retail Operations Home Lending

Division: Group Operations

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

To handle all enquiries, provide status updates and turnaround times to Customers, Brokers, Mobile lenders, Branch and Solicitor’s relating to the post assessment of an application. Enquiries through calls and emails. This includes Mortgage Documentation, Settlements, FHOG and Purchase settlement bookings. CSE Officers also case manage application and ensure files are ready for settlement.

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: Permanent
Role Location: Bangalore
Work Hours: Early Morning Shifts

What will your day look like?

Provide prompt and efficient service by:

• Continuously applying best practice procedures developed when dealing with and responding to customer enquiries to promote FPCR and reduce repeat calls.
• Strive to deliver superior customer service within given timeframes
• Answer all calls in a professional manner
• Gain understanding of customer queries/concerns by gathering necessary information
• Recognise issues requiring escalation and act accordingly.
• Research customer requests by gathering all relevant information/data, ensuring all available avenues and sources of information are investigated
• Meet or exceed quality assurance standards
• First call resolution culture
• Raise CMOS where applicable
• Identifying improvements to best practice procedures (BPPs) and providing feedback to team leader/SME where improvements required as a result of learned experience and application
• Keeping informed of the introduction of new products, policies, promotions, procedures and best practice processes
• Participating actively in the achievement of team goals and be willing to take on additional responsibilities (e.g. mentoring new staff) to improve team performance
• Undertake appropriate security procedures and practices when dealing with customer enquiriesEnsure cases are processed in compliance with current policies, guidelines and legislation

What will you bring?

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

• Knowledge of Banking products and procedures
• Strong customer ethic to provide quality and timely customer service
• Efficient & effective in adapting to Change environment
• Oral & written Communication and proficiency in MS Word, Excel and Power point
• Customer centric approach
• Developing Organisational Capabilities
• Collaboration and influencing

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?

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We’re proud that people feel they can be themselves at ANZ.

We want to continue building a diverse… ...???

Our people also enjoy a range of benefits including access to health and wellbeing services.