Company Description

Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi. Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions. Building on this market-leading foundation, Lendi Groups vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.

Job Description

• Manage and take full responsibility for customer complaints.
• Ensure a fair and reasonable approach to complaint management at all stages.
• Review complaints thoroughly and communicate outcomes both verbally and in writing.
• Engage with internal and external stakeholders to provide updates on complaint investigations, handling, and resolution, including:
  • Keeping customers informed
  • Liaising with relevant stakeholders throughout the process
• Provide expert advice to ensure external complaints are handled in alignment with the principles of procedural fairness. Ensure decision-making is based on the law, industry best practices, and fairness in all circumstances.
• Provide oversight and assistance in relation to dealing with incoming subpoenas, court orders, police requests, government agency requests and third party requests
• Collaborate with the broader ICU and CRL teams, offering support and accountability for complaint-related matters.

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. We’re committed to creating a new era of seamless connection in property finance by changing the way Australians experience property lending, for good.

We support our people in a variety of ways, and our Flex First policy is central to this commitment. Flex First provides our workforce with a balance of time and location flexibility, complemented by purposeful in-person connect days to foster collaboration, teamwork, and meaningful connection.

A few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture
• Hybrid working arrangement to support work-life balance
• 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 of service
• Wellness initiatives with a strong focus on psychological safety
• Social groups such as our industry-leading Women in Technology group.

Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group to attract, engage and evolve the right talent and build best-in-class products.

Feeling like you don’t meet all the skills listed? That’s ok; we are always on the lookout for different skills, experience, and qualities and so we’d still like to hear from you.

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