At Australia and New Zealand Bank, I support teams with complex mortgage and settlement cases, including loan discharge and refinancing queries. I also handle escalations and help maintain accuracy and compliance.
Previously, I managed end-to-end mortgage discharge processes as an Operations Specialist, checking payout calculations and verifying customer documents, title details, and mortgage records. I supported complaint analysis and resolution.
As a Senior Analyst, I prepared payout and settlement calculations, analyzed loan accounts, and processed settlement instructions through PEXA and physical channels. I also developed training materials and mentored new hires and junior team members in my current role.
