Workflow Coordinator, Mortgages

We’re 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, you’ll be supporting management of work queues for our End-to-End operations team. You’ll 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, you’ll 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, you’ll 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 you’ll 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 we’re 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. 

What’s 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, we’re 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 we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll 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 you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during 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 can’t wait to hear from you!  

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

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia. 

Need more?  

 
Contact Sabrina Huynh, [email protected]

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected] 

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  

#LI-DNI