Customer Resolution Support Officer

At least 3 years of experience in supporting customer escalations/complaints More than a year experience interacting with customers via phone, chat or email Prior experience in a financial service or mortgage industry would be highly preferred Excellent communication and interpersonal skills Ability to proactively identify, understand, communicate, and act on current and future risks Proficient in Microsoft Suite (Word, Excel, PowerPoint), Salesforce & Confluence Excellent organization skills, strong time management and ability to meet deadlines Attention to detail and a drive to meet highest standards Stable fixed internet connection (minimum 25mbps) Ample working space with office table and chair

Addressing, resolving, and reporting customer related complaints Managing all incoming inquiries and complaints in a timely manner Ensuring all Lendi Group policies and procedures are followed Providing administrative update to complaint workflows and case information Dealing with incoming subpoenas, court orders, police requests, government agency requests and third-party requests Participating in cross-training and upskilling on legal and ASIC guidance Determining and escalating process improvement opportunities