Customer Resolution Support Officer
Salary undisclosed
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Company Description
Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi. Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions. Building on this market-leading foundation, Lendi Group's vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Job Description
What's in store for you at Lendi?
How To Flexi-first
Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi. Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions. Building on this market-leading foundation, Lendi Group's vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Job Description
- Responsible for addressing, resolving, and reporting customer related complaints
- Manage all incoming inquiries and complaints in a timely manner
- Ensure all Lendi Group policies and procedures are followed including legislative requirements such as the National Consumer Credit Protection Act (NCCP)
- Provide administrative update to complaint workflows and case information
- Deal with incoming subpoenas, court orders, police requests, government agency requests and third-party requests
- Participate in cross-training and upskilling to become aware of legal and The Australian Securities and Investments Commission (ASIC) guidance on complaints
- Determine and escalate process improvement opportunities.
- At least 3 years of experience in supporting customer escalations/complaints.
- Has more than a year experience interacting with customers via phone, chat or email
- Prior experience in a financial service or mortgage industry would be highly preferred
- Has excellent communication and interpersonal skills
- Has the ability to proactively identify, understand, communicate, and act on current and future risks
- Proficient in Microsoft Suite (Word, Excel, PowerPoint), Salesforce & Confluence
- Has excellent organization skills, strong time management and ability to meet deadlines
- Possesses an attention to detail and a drive to make every effort to meet the highest standards
What's in store for you at Lendi?
- Flex-first (Work from home) but must be willing to work onsite as needed
- Health Insurance (HMO) for you & 1 free dependent
- Health & well-being programs
- Generous amount of leaves (total of 25 leaves - 20 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs)
- Extra allowances will be given for WFH set-up such as internet subsidy
- Life insurance effective on Day 1
- Access to training and opportunities for career progression/promotion
- Fun & exciting monthly social clubs - at the moment done virtually
- Government mandated benefits are provided - SSS, Philhealth, & Pag-ibig.
How To Flexi-first
- You must have a stable fixed internet connection (minimum 25mbps)
- An ample working space with office table and chair is also required.
- Lendi Group will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.
Company Description
Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi. Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions. Building on this market-leading foundation, Lendi Group's vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Job Description
What's in store for you at Lendi?
How To Flexi-first
Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi. Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions. Building on this market-leading foundation, Lendi Group's vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Job Description
- Responsible for addressing, resolving, and reporting customer related complaints
- Manage all incoming inquiries and complaints in a timely manner
- Ensure all Lendi Group policies and procedures are followed including legislative requirements such as the National Consumer Credit Protection Act (NCCP)
- Provide administrative update to complaint workflows and case information
- Deal with incoming subpoenas, court orders, police requests, government agency requests and third-party requests
- Participate in cross-training and upskilling to become aware of legal and The Australian Securities and Investments Commission (ASIC) guidance on complaints
- Determine and escalate process improvement opportunities.
- At least 3 years of experience in supporting customer escalations/complaints.
- Has more than a year experience interacting with customers via phone, chat or email
- Prior experience in a financial service or mortgage industry would be highly preferred
- Has excellent communication and interpersonal skills
- Has the ability to proactively identify, understand, communicate, and act on current and future risks
- Proficient in Microsoft Suite (Word, Excel, PowerPoint), Salesforce & Confluence
- Has excellent organization skills, strong time management and ability to meet deadlines
- Possesses an attention to detail and a drive to make every effort to meet the highest standards
What's in store for you at Lendi?
- Flex-first (Work from home) but must be willing to work onsite as needed
- Health Insurance (HMO) for you & 1 free dependent
- Health & well-being programs
- Generous amount of leaves (total of 25 leaves - 20 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs)
- Extra allowances will be given for WFH set-up such as internet subsidy
- Life insurance effective on Day 1
- Access to training and opportunities for career progression/promotion
- Fun & exciting monthly social clubs - at the moment done virtually
- Government mandated benefits are provided - SSS, Philhealth, & Pag-ibig.
How To Flexi-first
- You must have a stable fixed internet connection (minimum 25mbps)
- An ample working space with office table and chair is also required.
- Lendi Group will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.