Customer Resolution Officer

Lendi Group is the group born out of the merger of Aussie Home Loans and Lendi. As a Group we operate a multi-brand strategy across Aussie Home Loans and Lendi, pulling together a truly personalised home loans experience for the Australian audience that balances both human support and smart technology.  

We’re revolutionising the industry with best-in-class technology and a suite of tools that takes the hard work out of home loans – for our Customers and Brokers alike.

At Lendi Group we value work life balance. Our flex-first policy enables our team members to choose how they do their best work; home, office, or flex!

Diversity, Equality, and Inclusion are fundamental to the success of Lendi Group. We’re passionate about fostering an environment where our team members feel valued and supported and we celebrate everyone’s unique identity.

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

• 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 decision-making 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 complaint-related matters.

• 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 "can-do" attitude with a collaborative, team-oriented approach.
• Ability to handle complex complaints effectively, with a proactive mindset and foresight in anticipating issues.
• Demonstrated ability to respond promptly and professionally in high-pressure situations.

• We’re Flex First which means we’ve fully embraced flexible working from home and have metropolitan city offices for those who do want to work from the office
• We offer extended Paid Parental Leave: we celebrate our growing Lendi Group family with up to 26 weeks of leave for primary carers and up to 4 weeks for secondary carers. 
• An additional week’s Loyalty Leave each year after reaching 3 years’ service. 

We are a people-first company that invests in initiatives to promote a healthy work environment, such as offering an Employee Assistance Program and social groups such as our industry-leading Women in Technology group.

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 best-in-class products.

Feeling like you don’t meet all the skills listed? That’s ok; we are always on the lookout for different skills, experience, and qualities and so we’d still like to hear from you.

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