Manager, Complaints

6 months ago

Sydney, Australia REA Group Full time

Manager, Complaints & Investigations- Make an impact on brokers and customers, creating the best outcome for both parties- Permanent role based in Sydney or Melbourne- We have long-term partnerships with charities working to address homelessness

We're REA
- REA Group

is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.

With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

What the role is all about- Effectively manage the Internal Dispute Resolution and External Dispute Resolution Process to ensure adherence to Mandatory timeframes as well as in accordance with Mortgage Choices policies.- Establish regular AFCA engagement meetings to resolve long standing complaints- Escalate any incidents that may be a material or systemic issue to Management, Risk and/or Responsible Managers Committee- Be responsible for communicating, reporting and engagement on complaint investigations, handling and resolution to: the customer; internal and external stakeholders for each complaint; and internal management, including to sales and risk and compliance on complaint trends, material claims, broker or risk issues- Liaise with internal stakeholders to develop/champion strategies to effectively communicate changes to policy, legislation and or procedure to internal staff and franchisees.- Provide SME advice and support to the Franchise network on Regulatory updates, industry insights, and ongoing education and compliance support.- Work with Risk, Legal and Insurance to manage broking customer dispute and complaint process, including resolution and reporting.- Investigate possible breaches of, and develop procedures to detect non-compliance with, the franchise operating system in relation to dealings with customers and lenders- Monitor MC compliance with external dispute resolution authority membership requirements and standards.- Prepare high level advice including letters, briefs and reports. These include both regular and ad hoc reports for Management, Responsible Managers Committee and Risk.- Develop structured, detailed, relevant and informative reporting on complaints trends which offer both insight on causes and suggestions for possible remedies targeted at multiple audiences.

Who we’re looking for- Extensive regulatory compliance experience ideally in Financial Services (residential lending and mortgage broking environments).- Working knowledge of the legislative regimes that underpin mortgage broking and the provision of credit advice.- 5+ years Complaints Management and/or Compliance and Risk experience within a financial services organisation, ideally with residential lending and/or mortgage broking related experience, or Australian Credit License management;- Proven experience (1-3 years) in major dispute resolution and complex complaint management is essential. Experience should be gained from predecessor (COSL, CIO or FOS) or current (AFCA) Ombudsman schemes.- Experience in leading large scale Regulatory requests, Fraud Investigations and external Lender/Consultancy requests.- Resiliency, the ability to bounce back from challenging interactions and manage through complexity and uncertainty is necessary to be successful in the role.

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development - both professionally and personally. Your experience with us is something we take seriously.

We offer:
- A hybrid and flexible approach to working- Flexible parental leave offering for primary and secondary carers- Programs to support mental, emotional, financial and physical health & wellbeing- Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.- Hack Days so you can bring your big ideas to life- Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking -

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