Specialist

ING Lending Operations is a supportive and dynamic team delivering innovative financial lending products which are at the forefront of digital banking in Australia. The Bank currently operates in Consumer, Residential and Commercial markets. At ING Credit Assessors must be honest, prudent and responsible because they play a critical role in our lending businesses. This role will assess credit/loan applications for mortgages.

Key Responsibilities

• Credit and risk assessments for loan/ credit applications or variations within an allocated Delegated Lending Authority up to $2m;
• Proactively re-package and communicate deal options to achieve the desired credit outcome;
• Understand credit/risk analysis, customer segments, conveyancing and banking processes;
• Operates within the ING service delivery guidelines to ensure that all credit applications are done within the appropriate time frames and quality;
• Provides outstanding customer service to ING Customers/ Brokers. Resolve loan enquiries, appeals or complaints in a timely manner. Demonstrates professional communication skills (especially over the telephone). Applies thorough attention to detail in all transactions and consistently meets internal KPIs for quality indicators (‘Moments of Truth’); and
• Upholds all ING policies and procedures (especially ING’s underwriting guidelines, compliance and risk) to avoid unacceptable operational risk.

Key Capabilities/ Experience

• 3-5 years recent experience in the finance industry in residential mortgages loan assessment. Sound knowledge of lending practices including policy, valuations, mortgage insurance, procedures and banking regulatory requirements;
• Strong customer service ethics and delivery focus;
• Previously held a Residential Delegated Lending Authority (DLA) of at least $1m;
• Mathematical and statistical analysis aptitude; and
• Effective coordination and communication skills to confidently liaise with all stakeholders.

Major Responsibility Areas

%

Major Responsibilities

Activities completed

Measure of success

60%

Credit and risk assessment

• Delivers credit assessments for standard loans or variations (PAYG and self- employed scenarios) within the allocated delegated lending authority.
• Reviews/ accepts property valuations and other loan application data.
• Ensures credit/ risk assessments comply with IBG’s credit risk and underwriting guidelines.
• Able to foresee any shortcomings with a Customer’s credit profile and apply strong conditions in order to mitigate the risk(s).
• Competent in compiling and submitting a submission to the next level of authority should an application fall outside the individual's delegated lending authority.
• Effectively handles appeals of credit/loan assessments and considers new information presented.
• Provides input to more complex appeals on credit/ loan decisions. Liaises with Lead Credit Assessors, Team Leaders or Credit Risk team to review assessment/decision.
• Offers detailed direction and advice to Associate Credit Assessors to help upskilling.

• Productivity level in line with agreed standards
• Quality assurance and CIRT in line with minimum benchmarks
• Minimal operational risks and awareness of rational for required controls
• Credit / loan appeals resolved within <2 business days

20%

Customer service and stakeholder management

• Service-focused and operates within the ING service delivery guidelines.
  • Manages incoming/ outbound telephone calls with Customers/Brokers
  • Written communications
  • In person interactions
• Interacts with wide range of stakeholders (e.g. Customers, Brokers, Solicitors, Sales, Distribution, and Settlements Teams). Projects credibility and adapts personal communication style to suit different people/situations. Establishes and maintains productive working relationships.
• Responsive to Customer/Broker requests and follows up in a timely manner. Applies thorough attention to detail in all transactions.
• Advises Customer/Broker of timelines and next steps (sets service expectations for credit/ loan applications, process explanations and or documentation requirements).
• Provides clear and timely decision on credit assessments to the Customer/ Broker backed with logic, business and policies being applied.
• Resolves Consumer/Broker issues with assistance of internal staff to achieve the correct credit outcome. If appropriate identifies and explains alternate deal or repackaging options.
• Effectively handles complaints/ appeals when raised directly about the outcome of credit/ loan assessment or variation. If the complaint is about another area or staff member, politely refers them onto ING’s Complaints Handling Team or escalates to the respective Team Leader for review.

• Quality telephone handling and communication standards met with consistency
• Consistent in maintaining agreed weekly score in 'Moments of Truth'
• Positive Customer/Broker survey results
• Complaints resolved within <2 business days
• Customer/Brokers requests met in a timely manner and service level targets
• Positive Customer/Broker and stakeholder feedback

20%

Operational

Excellence and Continuous

Improvement

• Upholds ING core values. Actively demonstrates positive Orange code behaviors.
• Adheres to risk / security controls. Completes all ING compliance training on time.
• Proactively maintains focus on personal development (knowledge, skills and behaviors).
• Capably skilled in technical applications and systems
• Records all key Customer/ Broker data with accuracy to avoid errors/rework.
• Volunteers in the role of Team Captain to facilitate daily stand-ups and pit stop meetings or actively contributes as a team member. Participates in retrospective events and continuous improvements (ideation, implementation). Attends showcases when new credit products/services are delivered.
• Contributes to continuous improvement – i.e. bettering the way we do things and are. Implements approved service or process improvements. Proactively solves issues, takes on more deals where possible and finds solutions when targets are not being met.
• Stays abreast of industry developments in credit assessment and financial services markets. Recognizes and translates these to ING’s working environment. Participates in lending or financial services communities.

• Demonstration of positive Orange Code behaviours
• Minimal operational risks and awareness of rational for required controls
• On time completion of compliance training obligations
• Progress in development of skills, knowledge and competencies
• Accurate and complete data entry for all credit/loan applications or variations.
• Confidently delivers professional levels of written and verbal communication to all stakeholders.
• Agile mindset and ways of working displayed on the job
• Actively contributes to continuous improvement. Efficiencies and benefits associated ideas are realized.

Major Challenges

• Maintaining and developing detailed technical knowledge in relation to sound credit assessment practices
• Maintaining a high level of accuracy and quality in relation to credit decisions in lines with banks risk profile and appetite
• Adapting to a constantly changing environment, both in relation to organizational change, and external market conditions
• Maintaining and developing positive relationship with internal and external stakeholders

Decision making / delegating authority

Recommendations expected:

• Application assessment and approval of credit/loan or variations in line with delegated lending authority (DLA) and credit policy. Any exceptions outside authority held to be escalated to an appropriate DLA holder.
  • Residential – DLA Level 4-8 ($500k-$2m).

Mandatory policies and procedures that must be adhered to in all roles include:

• Human Resource policies and procedures
• Workplace health and safety policy and programs - to ensure employees health and safety and the health and safety of others in the workplace.
• Other ING policies and procedures

Minimum Requirements

Education

• Higher School Certificate or equivalent
• Demonstrated ability to self-learn

• Commercial lending credit skills course

Technical skills

• Basic knowledge of Residential mortgage market, mortgage insurance and lending practices
• Current regulatory knowledge
• Intermediate Microsoft office
• Keyboard skills of 45wpm with >80% accuracy
• Basic mathematical approach to credit assessment and analytical skills
  • interpret statistical data, recognize & use patterns (spatial reasoning & judgement)
  • calculate credit scores & assess credit risk
  • fractions, decimals, percentages, ratios & rates
  • identify & remediate discrepancies between system or manual serviceability calculations

• Knowledge of Broker business and practices
• Knowledge of ING Residential lending process (valuations, conveyancing, mortgage insurance)
• Knowledge of ING’s credit policy and underwriting guidelines
• Application skills in Lendfast, MSA, TRIX, Live/Collateral ID, MAPS, Valocity, Helia
• Agile fundamentals

Previous experience

• 3-5 years recent credit assessment and customer service experience in Residential mortgage lending or Financial Services
• Credit/ loan assessment capability for delegated lending authority $1m

• Credit/ loan assessment capability for delegated lending authority >$1m
• Working in an Agile team
• Recent charity or community volunteering

Other skills or competencies

• Effective telephone / customer service skills with a strong customer and delivery focus
• Complaints and objection handling
• Exceptional written/ verbal communication skills
• Acts professionally when under pressure (keeps emotions in check), mature and readily adopts change
• Effective time management skills
• Active team contributor
• Builds and maintains effective relationships with peers and stakeholders

• Participates in Financial Services or Lending communities