Customer Resolution Support Officer
Lendi
This job is no longer accepting applications
See open jobs at Lendi.See open jobs similar to "Customer Resolution Support Officer" FinTech Australia.Company Description
Through a merger in 2021, the Lendi Group brings together Lendi (and Australia’s #1 online home lending platform) and Aussie Home Loans, Australia’s leading branded mortgage broker. We're revolutionizing the industry with a best-in-class technology platform and suite of tools that take the hard work out of home loans for our Customers and Brokers alike. Every day we help thousands of Australians research, compare, apply for, and settle their home loans.
Our vision: To create a new era of seamless connection in property finance.
Our mission: To change the way Australians experience property lending, for good.
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.
Qualifications
At least 1-3 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
Additional Information
What's in store for you at Lendi?
- Flex-first (Work from home) but must be willing to work onsite as needed or once a week.
- 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.
& many more!
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 will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.
This job is no longer accepting applications
See open jobs at Lendi.See open jobs similar to "Customer Resolution Support Officer" FinTech Australia.