The job description
Replace the bracketed fields and keep the duties that match your actual workflow.
- Organisation
- [Organisation name]
- Location & work model
- [Location; onsite, hybrid or remote]
- Employment type & hours
- [Employment type, weekly hours and time-zone overlap]
- Remuneration
- [Confirmed pay range, currency, superannuation and any incentive terms]
- Reports to
- [Named manager; suggested position: Customer resolutions manager]
- Systems & access
- [Approved systems, records and access scope]
- Authority & supervision
- [Permitted tasks, decisions, reviewer and escalation route]
- Required qualifications
- [Employer-confirmed licences, registrations, training or accreditations]
About the organisation
[Describe the actual business, team and customers in two or three factual sentences.]
Role purpose
Help mortgage customers have service concerns captured promptly and routed to the right lender team with complete, accurate records.
Key responsibilities
- Receive complaints and record the customer’s issue, preferred contact method and relevant account details.
- Acknowledge cases using approved communications and track response milestones.
- Collect factual records requested by the internal dispute resolution team.
- Escalate urgent vulnerability, hardship, privacy or misconduct concerns.
- Record the customer's concern in their own terms and identify any immediate support need.
- Track acknowledgement and referral actions against the organisation's approved complaints process.
Essential capabilities
- Experience in financial services complaints, mortgage servicing or sensitive customer support.
- Empathetic communication, accurate case notes and reliable follow-up.
- Ability to follow identity, privacy and internal dispute resolution procedures.
Useful experience
Complaints intake · Case management · Customer verification · Escalation tracking. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Customers, complaint handlers, servicing and compliance teams. Confirm the actual owners and handoff routes.
How to apply
[Application route, closing date, contact and any adjustment request process.]
We assess candidates against the role-relevant criteria and use a fictional work sample.
What good looks like.
Agree the pace, reviewer and measures with the person you hire.
Learn complaint identification and routing procedures.
Triage concerns consistently with complete records and clear ownership.
Review misrouted concerns and improve the first-contact handoff.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- How would you recognise a complaint when the customer does not use the word complaint?
- Describe a relevant piece of work, the checks you used and what you did when the instructions or evidence were incomplete.
- How would you organise competing deadlines, record your decisions and escalate a risk to the next handoff?
A practical work sample
Classify fictional customer messages using a supplied complaints procedure. Record the concern, route, immediate needs and next action without determining the final resolution.
Use fictional information and the same instructions for shortlisted applicants. Agree adjustments and timing beforehand. Score accuracy, reasoning, communication and appropriate escalation; this exercise should not produce live client work.
Before you post.
- Replace every bracketed field with the actual employer, working arrangement and pay terms.
- Choose the duties the role will really own; remove unrelated tasks and separate essential from trainable skills.
- Confirm the task authority, supervision, qualifications and access with the responsible employer or licensee.
- Check pay and conditions against the applicable employment requirements before advertising.
- Use the same role-relevant selection criteria and fictional work sample for shortlisted applicants; invite adjustment requests.
- Name the reviewer and agree realistic first-90-day outcomes before the person starts.
Credit authority and appointment
Confirm the actual activities and appointment arrangement with your licensee. ASIC explains that employee and contractor arrangements can differ; a job title does not settle the scope. ASIC guidance
Pay and advertised conditions
Use confirmed pay terms and check the applicable minimum entitlements before publishing the advertisement. Fair Work Ombudsman guidance
A clear hiring process
Confirm the employment arrangement, duties and working conditions as part of preparing the role. Fair Work Ombudsman guidance
Information and access
Agree how personal information will be handled and the records and systems the role may access. OAIC guidance