Customer Resolutions Specialist

LMG; City of Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Hybrid & Flexible Working

12 Days Personal Leave

Wellbeing Support

L&D Programs

Paid Volunteer Day

Job summary

LMG seeks a self-driven Complaints Specialist in Melbourne, Australia. You will manage the complaints framework, ensuring compliance and actively supporting brokers. Responsibilities include handling complaints, training stakeholders, and driving customer outcomes. The role requires at least 3 years of related experience and strong knowledge of regulatory obligations. LMG offers hybrid working flexibility and benefits focused on wellbeing and professional growth.

Qualifications

• Minimum of 3 years relevant complaints and/or compliance experience.
• Experience in mortgage broking or banking/lending industry is highly regarded.
• Strong knowledge of NCCP and ASIC obligations related to complaints.

Responsibilities

• Manage the Complaints framework for the Broker network.
• Liaise with the Australian Financial Complaints Authority to resolve complaints.
• Provide compliance training to stakeholders.

Skills

Complaint handling

Attention to detail

Communication skills

Stakeholder relationships

Risk Management

Education

Cert IV in or Diploma in Mortgage Broking

Job description

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

• Cert IV in or Diploma in Mortgage Broking preferred
• Minimum of 3 years relevant complaints and/or compliance experience
• Complaint handling - ability to resolve complaints and provide written responses including liaising with credit ombudsman as required to resolve disputes
• Experience in mortgage broking or banking/lending industry highly regarded
• Risk Management - Improving and monitoring compliance frameworks
• Attention to detail and communication skills - Succinct report writing with value‑adding analysis
• Communicating effectively including the ability to challenge and influence stakeholders
• 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
• Strong stakeholder relationships experience
• Excellent business writing skills to influence positive outcomes
• Managing difficult conversations and handling conflictWorking autonomously and excellent time management

Our benefits

Flexibility & Balance

• Hybrid & Flexible Working: Tailor your work week to suit your lifestyle.

Family & Wellbeing

• 12 Days Personal Leave: Time off when life happens.
• Wellbeing Support: Access to EAP for personal, financial, and career advice.

Growth & Development

• L&D Programs: Grow your skillset and advance your career with tailored learning programs.

Community

• LMG Share Tomorrow Foundation: Earn volunteer donation rewards and company donation matching.
• Paid Volunteer Day: Volunteer with paid time off

At LMG, we know that diversity and inclusion are key to our success. We're dedicated to building a workplace where everyone feels valued, respected, and supported—no matter their race, gender identity, sexual orientation, religion, age, or any other part of who they are. We understand that diverse perspectives fuel innovation and drive business growth. As an inclusive employer, we foster a culture where everyone has the opportunity to thrive and show up as their authentic selves every day.