Workflow Coordinator, Mortgages

Were on the hunt for an analytical and organised Workflow Co-Ordinator to join our dynamic Lending Operations team on a 12-month secondment based in either Wyong or Sydney.

As a Workflow Co-Ordinator youll be supporting management of work queues for our End-to-End operations team. Youll look to optimise utilisation of resources through allocation of all work queues via Verint across Lending Operations processing teams. This involves regular forecasting of service levels resource management and requirements to deliver our service level obligations.

Additionally youll work with key internal and external stakeholders to support day to day management and change. Some of our key stakeholders include but are not limited to Lending Operations Third Party Distribution Direct Mortgages Sales Support Unit Contact Centre Panel solicitors and customer in life requests received from customers.

Working as part of the Centre of Excellence youll be an active contributor in delivering on the agreed strategic objectives of Lending Operations.

Ready to take the next leap in your career Keep on reading!

What youll do

• Workflow Management (Allocations) of all files across the Lending Operations processing teams (including priorities/escalations) optimising the resource utilisation through distribution of work queues in line with skillset delegated lending authorities and transaction types.
• Balancing the distribution of priorities / escalations across our teams to optimise productivity and service level obligations are met.
• Support team leaders with optimising skills within teams by cross skilling across functions.
• Monthly reporting to relevant key stakeholders including Lending Operations leadership team members.
• Identification and implementation of continuous improvements to improve efficiency quality and customer experience within the workflow management processes.
• Effective stakeholder engagement (both internal business and external partners) relevant to service delivery for ING Lending Operations.

What were looking for

• Previous experience in a workforce co-ordination role or similar would be highly regarded.
• Intermediate Excel skills and knowledge of Verint will be beneficial for this role.
• A sound understanding of the residential mortgage process and Lending Operations.
• Excellent analytical skills and the ability to be flexible and adapt under pressure.
• High attention to detail and strong organisational management skills.
• Strong written and verbal communication skills and the ability to build relationships with stakeholders.

Whats in it for you

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

At ING were all about making life simpler and more rewarding - for the people who bank with us the team members who work with us and the communities were proud to support. Joining ING means stepping into an environment where your individuality isnt just welcomed - its celebrated. Weve built a culture thats fun inclusive and supportive giving you the freedom to be yourself so you can do your thing.

Whether youre taking ownership of exciting projects thinking outside the box or working with global colleagues youll find ING is the kind of place where growth isnt just a possibility; its a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace youll feel the difference in how we value and champion our people.

We make hiring decisions based on your skills capabilities and how you align with our values - not on ticking every box. So if youre interested but dont meet all the criteria we encourage you to apply. Were invested in fostering a diverse and inclusive workplace where everyone feels like they belong. Were your alliesin helping you do your thingduring the recruitment process so let us know (email below) if you require any support or adjustments when you apply

Sound like your kind of vibe We cant wait to hear from you!

(One last note: We operate using a direct talent sourcing model so no agency introductions please.)

ING is Australias most recommended bank according to RFI Globals Consumer Atlas Survey JanuaryJune 2025 (n 29510) when compared to customers of the 10 largest ADIs operating in Australia.

Need more

Contact Sabrina Huynh

For support and adjustments including DEI LGBTQI confidential application support enquiries:

Applications will close Wednesday the 28th of January.

Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager

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