Complaints and Hardship Manager

ASX Listed - "Non-Bank" Industry Leading - Consumer Credit Provider
- Genuine Career Development Role with Scope for Further Growth
- Outer Eastern Suburbs Location with WFH Flexibility & 1st Class Facilities

**THE COMPANY**

Our client is an ASX Listed “Top 300” performer and a specialist “non-bank” credit provider, focused on the provision of automotive finance in Australia and New Zealand. The company specialises in providing flexible secured and unsecured personal loans to their customers, utilising
**“responsible lending practices”**.

A key differentiator is their funding model, which provides greater customer flexibility and less rigidity, when compared to mainstream lending institutions. As a result, they continue to undergo substantial growth within the consumer credit sector and provide not only a
_“State of the Art Facility, Technology and Systems”_, but also a contemporary work environment which is supportive, collaborative and positive. They genuinely value, recognise and show appreciation to their staff (whilst treating everyone with dignity & respect) and provide opportunities for career development and progression.

**THE ROLE & POSITION SCOPE**

This position reports to the Head of Compliance & Customer Care and is responsible for managing customer complaints and hardship cases relating to lending that are initiated by customers through the internal dispute resolution process, as well as managing complaints which are escalated by customers to AFCA’s external dispute resolution scheme.

This position is responsible for the management of compliance related matters, such as fraud, AML/CTF, privacy, licensing, breach and incident management and approved party due diligence as they pertain to company and legal requirements as raised by customers or their representatives.

Critically, the company requires the incumbent to support and promote the following Company values and charter as it pertains to their customers:

- Customers are at the Heart of everything we do
- We Treat our Customers with Care and Respect
- Growing Together - We Succeed if our Customers Succeed
- Delivering with Integrity
- We always do our best in the Interests of our customers
- We do what we say

**To be considered for these positions, applicants will need to satisfy the following key selection criteria**:

- Possess “Full Working Rights” - as a Citizen, Permanent Resident or with an appropriate Visa permitting “Unlimited Work Rights” with **NO RESTRICTIONS**:

- Have the ability to satisfy requisite background checks, including Police Clearance/s
- Possess formal qualifications and/or relevant training in Lending & Credit Practices gained from the Banking & Financial Services sector, with an emphasis on "Compliance & Complaints Handling & Resolutions".
- Prior experience working in "Disputes & Resolutions" OR "Compliance" associated with consumer lending is a "Mandatory" requirement
- Have an intimate understanding of complaints handling processes within the financial services sector and provide advice and support to customers as needed in the event of hardship and/or complaints lodged
- Maintain the complaints register and outcomes as required by licensing and provide reports and insights to management weekly, monthly and annually
- Possess highly developed “customer service skills”, supported by strong interpersonal attributes and a genuine desire to help customers achieve outcomes with mutual benefit
- Strong attention to detail and the ability to prioritise competing deadlines in a fast-paced environment
- Possess well developed oral & written communication skills, with the ability to communicate in a clear and unambiguous manner
- Have pre-existing relationships with relevant external stake holders such as, but not limited to: ASIC, AFCA, OAIC, Austrac, Police, Credit Reporting Bureaus, Financial Counsellors, Legal Aid and CALC

**WHAT’S ON OFFER**

On offer to attract suitably experienced OR emerging talent (exhibiting the necessary attributes & experience), is an "Attractive & Negotiable" base salary Circa $120,000 + Super & Other Employee Benefits.

There is flexibility with WFH arrangements on offer to provide potential staff with the ability to effectively achieve work/life balance.

For more information and a confidential discussion, please feel free to contact Kirk on 0423 548 780.