Available Position (Company name withheld)

About the role:

LMG is seeking a self driven Complaints specialist reporting to and working collaboratively with the National Manager, Broker Regulation and Policy. You will take ownership of the Complaints framework and be responsible for ‘Keeping our Brokers Safe’ protecting their customers and our reputation through the resolution of complaints in a timely and effective manner. You will need to be a self-starter, autonomous and have a good level of regulatory and commercial awareness.

This will be a broker facing role and you’ll be involved in solving “real life” problems as they arise at a BAU level, but also in coaching and educating brokers on meeting core obligations, with a particular focus on ‘Best Interest Duty’. The role is very hands-on, requiring investment in not only understanding the priorities and operations of the business and our brokers, but also building relationships with key stakeholders including AFCA.

Duties and Responsibilities:

Maintenance the Complaints Register and management of all Complaints for Loan Market Group Australia Wide:

• Liaise with and support the Broker network in the handling of complaints to drive great customer outcomes while keeping our brokers safe and resolving complaints in a timely and effective manner.
• Liaison with the Australian Financial Complaints Authority, Regulators and Lenders and manage complaints to meet response deadlines.
• Ensure we meet our regulatory obligations in relation to complaints, particularly the NCCP Act and RG271
• Remediation and consequence management where standards are not met
• Champion the use, resilience and development of MyCrm and OpenAFSL
• Maintain the complaints database in OpenAFSL and produce reports with accurate information on all existing and new Complaints for both board reporting and ASIC IDR reporting obligations.

Compliance Training and Development Support:

• Provide support, guidance and training to all stakeholders to ensure compliance with legislative requirements and internal Policies and Procedures.

Team:

• Foster a team environment
• Actively involved in creation and delivery of action plans and working with the broader team to reduce the amount of at-risk brokers
• Attendance and participation in team meetings and broader state check ins with the sales and distribution team
• Actively involved in completion of projects and all other group initiatives.

Skill and experience required:

1. Cert IV in or Diploma in Mortgage Broking preferred
2. Minimum of 3 years relevant complaints and/or compliance experience
3. Complaint handling - ability to resolve complaints and provide written responses including liaising with credit ombudsman as required to resolve disputes
4. Experience in mortgage broking or banking/lending industry highly regarded
5. Risk Management - Improving and monitoring compliance frameworks
6. Attention to detail and communication skills - Succinct report writing with value-adding analysis
7. Communicating effectively including the ability to challenge and influence stakeholders
8. Working knowledge of NCCP and a strong understanding of the broader regulatory regime particularly, in respect of ASIC obligations, Privacy Act and the Best Interests Duty
9. Strong stakeholder relationships experience
10. Excellent business writing skills to influence positive outcomes
11. Managing difficult conversations and handling conflict
12. Working autonomously and excellent time management