Address 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. For more information, please call Peter on 0483 929 *** or email me on *****@employ.com.auAdditional information
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
