Full-Time Customer Resolution Support Officer

Customer Resolution Support Officer

Responsibilities:

• Addressing, resolving, and reporting customer complaints.
• Managing incoming inquiries and complaints promptly.
• Adhering to Lendi Group policies and procedures, including the NCCP.
• Updating complaint workflows and case information.
• Handling subpoenas, court orders, police requests, government agency requests, and third-party requests.
• Participating in cross-training to understand legal and ASIC guidance.
• Identifying and escalating process improvement opportunities.

Requirements:

• Minimum 3 years of experience supporting customer escalations/complaints.
• Over 1 year of experience interacting with customers via phone, chat, or email.
• Financial services or mortgage industry experience preferred.
• Excellent communication and interpersonal skills.
• Ability to proactively identify, understand, communicate, and act on risks.
• Proficiency in Microsoft Suite (Word, Excel, PowerPoint), Salesforce, and Confluence.
• Excellent organizational skills, strong time management, and ability to meet deadlines.
• Attention to detail and a drive for high standards.

Benefits:

• Flex-first work model (work from home with on-site availability as needed).
• Health insurance (HMO) for employee and one dependent.
• Health and well-being programs.
• Generous leave policy (25 days total - 20 vacation/20 annual, 5 sick).
• WFH setup allowances (internet subsidy).
• Life insurance.
• Training and career progression opportunities.
• Monthly social clubs (virtual currently).
• Government mandated benefits (SSS, Philhealth, Pag-ibig).

Flex-first Requirements:

• Stable, fixed internet connection (minimum 25 Mbps).
• Dedicated workspace with table and chair.
• Lendi provides equipment (laptop, extra monitor, mouse, keyboard, headset, laptop riser).

What is the last date for applying to the job?

Which countries are accepted for this remote job?