Customer Resolution Support Officer - Remote

Overview

The Customer Resolution Support Officer at Lendi Group is responsible for managing customer inquiries and complaints, ensuring compliance with policies and legislation while providing administrative support to complaint workflows.

In Short

• Address and resolve customer complaints.
• Manage incoming inquiries in a timely manner.
• Ensure compliance with Lendi Group policies and legislative requirements.
• Provide administrative updates to complaint workflows.
• Handle subpoenas, court orders, and third-party requests.
• Participate in training to understand legal guidance on complaints.
• Identify and escalate process improvement opportunities.

Requirements

• 3+ years of experience in customer escalations/complaints.
• Experience interacting with customers via phone, chat, or email.
• Preferred experience in financial services or mortgage industry.
• Excellent communication and interpersonal skills.
• Ability to identify and act on risks.
• Proficient in Microsoft Suite, Salesforce, and Confluence.
• Strong organization skills and time management.
• Attention to detail and high standards.

Benefits

• Flex-first work arrangement (work from home).
• Health Insurance for employee and 1 dependent.
• Health and well-being programs.
• Generous leave policy (25 total leaves).
• Internet subsidy for WFH setup.
• Life insurance effective on Day 1.
• Access to training and career progression opportunities.
• Monthly social clubs (currently virtual).
• Government mandated benefits provided.