Triage Officer, Teachers Mutual Bank. Homebush, Sydney NSW. Mortgages (Banking and Financial Services). Full time. Base + Super + EBA Benefits.

About the Role: Join our dynamic team as a TMBL Triage Officer, where you will be the first point of contact in the Home Loan Assessment process. In this role, you will perform preliminary checks and data entry for home loan applications submitted by brokers and first-party sales bankers, ensuring accuracy and efficiency in every interaction.

Responsibilities: Classify applications, identify and merge duplicate profiles, conduct title searches, and complete document validity checks. Validate all incoming home loan applications and supporting documents (pre-credit assessment). Perform customer pre-screening checks to ensure all required KYC, ID/V, and support documents are accurately completed prior to formal credit assessment. Meet customer expectations for efficiency, accuracy, timeliness, professionalism, and warmth. Manage and resolve broker and first-party enquiries regarding pending home loan applications, adhering to service legal agreements (SLAs). Maintain a thorough understanding of TMBL mortgage products and services. Validate home loan applications during the pre-credit assessment phase. Handle broker enquiries via phone or email, liaising with Underwriting Services, Brokers, and Proprietary Documents.

About You: You are a detail-oriented professional with a passion for customer service and a solid understanding of the mortgage process. With a background in banking or finance, you possess strong analytical skills and an ability to make informed decisions. Your interpersonal skills allow you to connect with stakeholders effectively, ensuring a positive experience for both brokers and customers.

Skills and Qualifications: 1-2 years in mortgage services with a sound understanding of credit policy and documentation requirements. Prior experience in quality assurance functions related to mortgages is desirable. Basic understanding of the banking industry. High level of analytical skills and attention to detail. Strong interpersonal and empathy skills with sound decision-making abilities. Previous experience in a Retail Banking mortgages role preferred. Familiarity with core banking products and mortgage operational procedures. Knowledge of relevant regulatory governance in the market. Commitment to exceeding customer expectations through superior service.

About us: Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recognised socially responsible bank with profit-for-purpose as our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products. We are proud to serve some of Australia’s essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community. We have been named one of the World’s Most Ethical Companies for ten years in a row and are a Certified B Corp Bank. Our employees embrace our organisation’s values of passion, advocacy and sustainability and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.  

We work under a hybrid working model to provide flexibility in the workplace.

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For a confidential conversation, please contact Lyndsay Flett: lflett@tmbl.com.au