Complaints Resolution Specialist - Australian Mortgage

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.

In this role, you’ll manage client and broker complaints to ensure fair, timely outcomes aligned with regulatory and company standards. You’ll work closely with internal teams and stakeholders, supporting the dispute resolution process from investigation through to resolution. The role also includes data gathering, administrative support, and assisting with compensation assessments where needed.

The role: 

• Take ownership of complaint investigations—engaging with clients and brokers, gathering evidence, and drafting response letters aligned with policies and regulations.
• Build trust by keeping stakeholders informed via phone and email, clarifying concerns, and providing regular updates throughout the complaint lifecycle.
• Assist with assessing and processing compensation claims per guidelines and regulations, while maintaining detailed documentation for compliance.
• Partner with cross-functional teams to resolve complaints, influence outcomes through engagement, and build strong relationships with all stakeholders.
• Support analysis and improvement by compiling complaint data and sharing insights and case updates in regular team meetings.
• Retrieve, structure, and maintain case files to support thorough investigations and reviews, ensuring accuracy and consistency for senior reviewers.
• Enhance efficiency through accurate record-keeping, task tracking, and contributing to process improvements that streamline workflows.

• 3-5 years of experience in regulatory, compliance or dispute resolution roles, within the Australian mortgage or broader financial services industry is required.
• Sound understanding of the ASIC Regulatory Guide 271 (RG271) and AFCA’s dispute resolution framework, with the ability to apply these standards in day-to-day case handling.
• Excellent written and verbal communication skills with the ability to articulate decisions clearly and manage sensitive conversations and produce well-reasoned responses.
• A strong attention to detail with the ability to identify inconsistencies or compliance risks within documentation and case files.
• Proficient in using internal management systems, CRM platforms, and Microsoft Office applications.
• High level of emotional intelligence, empathy, and resilience under pressure.
• Demonstrated ability to manage multiple priorities and caseloads while maintaining accuracy, timeliness, and adherence to regulatory timeframes.
• Collaborative team player with the ability to work cross-functionally and influence positive outcomes.

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