Customer Resolution Officer
Lendi Group
Full-time
On-site
Sydney New South Wales Australia
Company Description
Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia’s original and #1 digital mortgage brand - and the iconic Aussie franchise.
Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer’s agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Why Join Us?
Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions.
Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy.
Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.
Job Description
You will be responsible for managing customer complaints, ensuring a fair and thorough approach at every stage. By working closely with internal teams and external stakeholders, you'll drive effective resolutions while maintaining compliance with legal and industry standards.
Take full ownership of customer complaints, ensuring fair and thorough management at every stage.
Communicate outcomes clearly in writing and verbally, keeping customers and stakeholders informed throughout.
Liaise with internal teams and external parties to support timely and transparent resolutions.
Provide expert guidance to ensure complaints are handled with procedural fairness, in line with legal and industry standards.
Assist with subpoenas, court orders, and third-party requests while collaborating with the ICU and CRL teams.
Qualifications
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.
Additional Information
Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.
We support our people in a variety of ways, but a few of the benefits that our people rave about include:
A vibrant, relaxed, yet professional culture.
Hybrid working arrangement designed to support work-life balance, while fostering meaningful connection and collaboration.
A holistic wellbeing programs offering 24/7 support, including medical, mental health, and financial wellbeing services to enable our workforce to thrive at home and work.
generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks 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.
Wellness initiatives with a strong focus on psychological safety.
Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.
We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.
This is an opportunity to shape the future of a fast-growing, purpose-driven company that’s transforming the homeownership journey.
Ready to contribute to Lendi Group’s next chapter? Apply now and be part of something big!
#lendigroup #LI-GP1 #LI-Hybrid
Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia’s original and #1 digital mortgage brand - and the iconic Aussie franchise.
Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer’s agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Why Join Us?
Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions.
Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy.
Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.
Job Description
You will be responsible for managing customer complaints, ensuring a fair and thorough approach at every stage. By working closely with internal teams and external stakeholders, you'll drive effective resolutions while maintaining compliance with legal and industry standards.
Take full ownership of customer complaints, ensuring fair and thorough management at every stage.
Communicate outcomes clearly in writing and verbally, keeping customers and stakeholders informed throughout.
Liaise with internal teams and external parties to support timely and transparent resolutions.
Provide expert guidance to ensure complaints are handled with procedural fairness, in line with legal and industry standards.
Assist with subpoenas, court orders, and third-party requests while collaborating with the ICU and CRL teams.
Qualifications
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.
Additional Information
Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.
We support our people in a variety of ways, but a few of the benefits that our people rave about include:
A vibrant, relaxed, yet professional culture.
Hybrid working arrangement designed to support work-life balance, while fostering meaningful connection and collaboration.
A holistic wellbeing programs offering 24/7 support, including medical, mental health, and financial wellbeing services to enable our workforce to thrive at home and work.
generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks 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.
Wellness initiatives with a strong focus on psychological safety.
Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.
We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.
This is an opportunity to shape the future of a fast-growing, purpose-driven company that’s transforming the homeownership journey.
Ready to contribute to Lendi Group’s next chapter? Apply now and be part of something big!
#lendigroup #LI-GP1 #LI-Hybrid