AddressManager, 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
The Financial Services purpose is to offer home finance and other financial services to those using realestate.com.au for their property search. Given the opportunity of the size of that audience, the FS vision is to integrate a consumer's property search with finance though a world class digital seamless process. This will be achieved by building innovative consumer search and property finance application experiences that integrate the mortgage distribution channels of digital, phone and face to face. The financial services team is accountable for strategy development and execution, working with our banking and mortgage broker partners to build our capability and product offerings, leading sales management and engaging across the other lines of business in REA. The vision of our mortgage broking business Mortgage Choice is to provide the highest quality brokerage business that is professional, values driven and leverages REA's unique property advantage to provide quality advice to consumers.
Day to day of the job
As the Broker Complaints and Investigations Manager, you will report into the Senior Broker Monitoring & Advice Manager and be responsible for the early identification, investigation and escalation of issues that may arise through customer complaints, lender reviews and our own internal monitoring program across Mortgage Choice.
You will also work closely with the broader Broker Monitoring & Advice team to understand and share the findings of the review program and formulate and deliver appropriate insights to the Broker Advice Manager / Consultants for education and remediation and / or strategies to uplift the compliance and quality of our Credit Representatives.
The focus will be to continually improve, develop and evolve so that the business and combined broker group delivers the highest quality of advice to support customers through their property journey. You will work with the operations and risk teams to ensure compliance and regulatory requirements are maintained and you will identify improvement opportunities. You will work closely with the Broker Advice Manager, Broker Monitoring Manager and the Credit Coaches for the ongoing uplift of the standard of lending, broker file quality and training to the network.
While no two days are likely to be the same, typical responsibilities will include:
Effectively managing the Internal Dispute Resolution and External Dispute Resolution processes 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 and other investigations. Including handling and resolution to: the customer; internal and external stakeholders; and internal management, including to sales and risk and compliance on 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 Mortgage Choice's 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 experience in leading large scale Regulatory requests, finvestigations and external Lender/Consultancy requests.
5+ years Fraud Investigations or 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 Licence management.
Proven experience (1-3 years) in Breach Reporting requirements and subsequent submission to ASIC
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.
Proven experience (1-3 years) in the provision of escalation reporting to Senior Leadership
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.
Resilient and pragmatic with an 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 - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the , please still get in touch.
If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?
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