Customer Resolution Officer - Remote

Overview

The Customer Resolution Officer at Lendi Group is responsible for managing customer complaints, ensuring fair resolution processes, and engaging with stakeholders to provide updates and expert advice on complaint handling.

In Short

• Manage and take full responsibility for customer complaints.
• Ensure a fair and reasonable approach to complaint management.
• Communicate outcomes of complaints both verbally and in writing.
• Engage with stakeholders for updates on complaint investigations.
• Provide expert advice on external complaint handling.
• Assist with subpoenas and requests from authorities.
• Collaborate with ICU and CRL teams on complaint matters.
• Work flexibly from home or in the office.
• Promote a healthy work environment and support diversity.
• Celebrate employee milestones with extended leave benefits.

Requirements

• Experience in complaints management in finance and banking.
• Knowledge of AFCA and ASIC regulations.
• Collaborative and team-oriented attitude.
• Ability to handle complex complaints effectively.
• Professional response in high-pressure situations.

Benefits

• Flexibility to work from home or office.
• Extended Paid Parental Leave for primary and secondary carers.
• Loyalty Leave after 3 years of service.
• Employee Assistance Program for a healthy work environment.
• Support for diversity and inclusion initiatives.