Complaints Officer / Complaints Specialist

Complaints Officer / Complaints Specialist (Full-Time, Onsite – North Sydney)

At Mortgage House, we’ve built a reputation over nearly four decades as one of Australia’s most trusted and innovative non-bank lenders. We are committed to delivering fair customer outcomes, strong service standards, and a responsible approach to lending.

We are looking for a motivated and customer-focused Complaints Officer / Complaints Specialist to join our growing team and assist in managing customer complaints and dispute resolution matters across the business.

About the Role

This role is responsible for supporting the management of customer complaints from initial receipt through to resolution. You will work closely with internal teams to investigate issues, communicate outcomes clearly, and ensure complaints are handled fairly, efficiently, and in line with regulatory requirements.

This is an excellent opportunity for someone with experience in financial services complaints, hardship, collections, or customer resolutions who is looking to further develop their career within a growing non-bank lender.

Key Responsibilities

• Manage customer complaints and enquiries in a timely and professional manner
• Investigate complaints and gather information from relevant internal stakeholders
• Draft clear and well-reasoned complaint responses
• Assist with the management of AFCA matters and external dispute resolution requests
• Ensure compliance with internal dispute resolution requirements and regulatory obligations
• Maintain accurate records and reporting across complaints matters
• Identify recurring issues and support process improvement initiatives
• Liaise with internal departments including collections, credit, settlements, and compliance
• Support positive customer outcomes while balancing business and regulatory requirements

About You

• Experience in complaints, hardship, collections, customer resolutions, or financial services operations
• Exposure to banking, mortgage lending, or non-bank lending environments preferred
• Strong written and verbal communication skills
• High attention to detail and strong organisational skills
• Ability to manage sensitive customer interactions professionally and empathetic
• Understanding of AFCA, ASIC, or NCCP requirements highly regarded
• Positive attitude with the ability to work collaboratively in a team environment

Why Join Mortgage House?

• Join a respected and growing non-bank lender
• Supportive team culture with career development opportunities
• Exposure to a broad range of customer and operational matters
• Competitive salary package based on experience
• Convenient North Sydney office location

If you’re looking to build your career in complaints and customer resolutions within financial services, we’d like to hear from you.

Apply now with your resume and cover letter.