Company Description
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/
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 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
- 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 Group will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.
Top Skills
What We Do
We are one of Australia’s fastest growing fintechs, building market leading technology to transform the home loan industry through our powerhouse property lending brands and networks - Aussie and Lendi. Lendi Group exists to transform the stressful, disjointed and sometimes overwhelming journey of financing a property into a friction-free experience for everyone involved. Our cross-functional team of super smart experts and brokers power our brands, products, services, relationships and platforms to help more Australians secure their property dreams, seamlessly. With a shared history of challenging the status quo, our brands provide different experiences for customers but the endgame is always to help more Australians achieve their home ownership dreams.
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