Customer Resolution Officer
Customer Resolution Officer
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Job Description
- Manage and take full responsibility for customer complaints.
- Ensure a fair and reasonable approach to complaint management at all stages.
- Review complaints thoroughly and communicate outcomes both verbally and in writing.
- Engage with internal and external stakeholders to provide updates on complaint investigations handling and resolution including:
- Keeping customers informed
- Liaising with relevant stakeholders throughout the process
- Provide expert advice to ensure external complaints are handled in alignment with the principles of procedural fairness. Ensure decisionmaking is based on the law industry best practices and fairness in all circumstances.
- Provide oversight and assistance in relation to dealing with incoming subpoenas court orders police requests government agency requests and third party requests
- Collaborate with the broader ICU and CRL teams offering support and accountability for complaintrelated matters.
Qualifications :
- Proven experience in complaints management specifically related to customers and brokers within the finance and banking industries.
- Experience with AFCA (Australian Financial Complaints Authority) and ASIC (Australian Securities and Investments Commission) regulations is essential.
- Strong cando attitude with a collaborative teamoriented approach.
- Ability to handle complex complaints effectively with a proactive mindset and foresight in anticipating issues.
- Demonstrated ability to respond promptly and professionally in highpressure situations.
Additional Information :
Lendi Group teams operate across Australia and the Philippines. Were committed to creating a new era of seamless connection in property finance by changing the way Australians experience property lending for good.
We support our people in a variety of ways but a few of the benefits that our people rave about include:
- Weve fully embraced flexible working
- A vibrant relaxed yet professional culture
- Wellness initiatives with a strong focus on psychological safety
- We offer generous Paid Parental Leave: we celebrate our growing Lendi Group family with 1826 weeks leave for primary carers and up to 4 weeks for secondary carers
- An additional weeks Loyalty Leave each year after reaching 3 years service
- A 24/7 Employee Assistance Program service providing counselling and support
Were committed to building a diverse and inclusive community for everyone at Lendi Group. Creating a culture that is representative of the world we live in makes us better people and our organisation gains tangible benefits ultimately this creates a melting pot of creativity.
Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group attract engage and evolve talent and build bestinclass products.
Feeling like you dont meet all the skills listed Thats ok; we are always on the lookout for different skills experience and qualities and so wed still like to hear from you.
#lendigroup #LIGP1
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
