Complaints Case Officer

2 days ago

Rhodes, Australia Employ Full time

Deal with AFCA and internal complaints around mortgages
- Manage 5-10 files at any one time from beginning to end
- 3 days from home and 2 days in the office
- Dispute Resolutions Case Manager.
- Rhodes on the train line or drive to work and park in the building
- Hybrid - work from home and in the office
- Excellent management and stable experienced team.

A large national mortgage provider associated with one of the big 4 banks is seeking a experienced Complaints Case officer to join their team resolving mortgage complaints that arise.

You will manage the file from beginning to the end and ensure a all internal and external complaints are managed efficiently and professionally. This role will have you investigating matters and determining the problem and then resolving and providing a solution so the matter is resolved efficiently and effectively. You manage both internal and external complaints including complaints that have escalated to AFCA.

Key Responsibilities
- Manage the end to end comprehensive investigation of complaints and financial hardship cases to effectively resolve matters and find solutions so complaints can be resolved and closed.
- Act as a single point of contact for various teams in resolving customer complaints including investigation, root cause analysis, resolution and remediation.
- Act as an escalation point for Extra Care, Vulnerable Customers, Hardship, complex or difficult complaints from other teams.
- Comprehensive understanding of NCCP and responsible lending obligations
- Ensure diligent and accurate file management by in accordance with client Service Framework and Operational complaints procedures.

Key Experience desired
- Requires 1-2 years’ IDR (Internal Dispute Resolution) and or EDR (External Dispute Resolution) experience
- Demonstrated problem solving and decision-making skills.
- Strong organisation and communication skills to effectively handle complaints and to determine the appropriate action required
- Relevant experience within the financial service industry, particularly mortgages experience is highly advantageous.

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