Discharges Officer
Thinktank is one of Australia’s largest and fastest growing Residential and Commercial Property Non-bank Lender with a multi-office presence across Australia.
As an innovative, knowledgeable and established financial services provider with a reputation for professionalism and integrity, Thinktank focuses on building quality internal and external stakeholder relationships in support of our wide range of borrowers and investors.
Role Overview
As the Discharges Officer (Loans Support Officer – Discharges), you will support Thinktank’s post‑settlement loan servicing by managing customer enquiries and the end‑to‑end discharge process. Reporting to the Senior Loans Support Manager, this role is critical to maintaining high customer service standards, service quality and compliance with agreed service level agreements.
You will work closely with customers, brokers and internal stakeholders, ensuring discharge requests are managed accurately, professionally and with strong attention to detail in a high‑volume environment.
Key Accountabilities
- Manage customer enquiries via phone and email, ensuring all requests are actioned within agreed SLAs
- Support the end‑to‑end discharge process, including creating discharge instructions and coordinating all parties
- Generate final payout figures, allocate settlement funds and process loan closures
- Maintain accurate customer and loan records within core banking systems
- Liaise with brokers, solicitors and internal stakeholders to ensure smooth and timely settlements
- Identify opportunities to retain customers where possible and engage Relationship Managers accordingly
- Manage post‑settlement loan file administration and customer complaints in line with Thinktank procedures
- Support outbound calling campaigns and assist customers with online portal usage where required
- Adhere to AML/CTF and broader regulatory compliance requirements
- Contribute to continuous improvement, team collaboration and a positive workplace culture
About You
- Minimum 1 year experience in residential or commercial post‑settlement loan support or discharges
- Sound systems capability, including core banking systems, email and Excel
- Clear and professional written and verbal communication skills
- Understanding of financial services legislation relating to residential and commercial lending
- High attention to detail with strong organisational and time‑management skills
- Ability to manage high volumes of work while maintaining service quality
- A professional, ethical and customer‑focused approach
Why Thinktank?
We are a little bit different at Thinktank. No bureaucratic processes, politics or egos. Fairness and transparency are our most important values, it’s how we do business and how we look after our team. You will be valued and trusted. You will work with welcoming and knowledgeable colleagues who will help you succeed.
We work a hybrid model of working from home and the office which encourages and supports great work life balance. We offer meaningful employee benefits such as Flex leave in addition to annual leave, a work well allowance and more.
If you are interested in having a confidential conversation, please apply now for an immediate review of your resume or contact Heena Geronimo, People & Culture Manager on hgeronimo@thinktank.net.au
Apply now
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