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Complaints & Investigations Analyst | Dispute Resolution Exp | AU Mortgage
4 weeks ago
Redefining Mortgage Integrity Through Precision, Policy, and Accountability
Regulatory rigour meets global reach in this rare career move. Be part of a high-caliber team handling sensitive investigations tied to millions in home lending. Use your knowledge of dispute resolution and compliance to protect client trust and shape industry standards. It's a career-defining opportunity to lead with integrity and sharpen your edge in international financial operations.
Job Description
As a Complaints and Investigations Analyst, you'll be part of the Broker Monitoring & Advice unit, working closely with the Broker Complaints and Investigations Manager. Your role centers on providing essential administrative support to the investigations team—organizing case files, managing documentation, and helping ensure disputes are handled efficiently, accurately, and in line with compliance standards.
Job Overview
Employment type: Full-Time
Shift: Day Shift (Mon – Fri, 7AM – 4PM), Weekends Off
Work setup: Hybrid, SM Megatower, Ortigas
Exciting Perks Await
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Night differential pay to maximize your earnings
- Hybrid work arrangement
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Day shift schedule
- Fixed weekends off
- Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
Qualifications and Cognitive Competence
- 2–3 years experience in regulatory or compliance roles, with knowledge of the Australian mortgage industry and financial services regulations.
- Background in dispute resolution.
Business Skills and Experience
- Excellent written and verbal communication skills to deliver information clearly, persuasively, and appropriately to different stakeholders.
- High attention to detail with the ability to identify errors or inconsistencies quickly.
- Strong critical thinking and analytical skills for assessing disputes and identifying appropriate resolutions.
- Effective organizational skills to manage multiple priorities and maintain accurate documentation.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint); experience with database systems is a plus.
Your Daily Tasks
Dispute Resolution Complaints
- Reviewing complaints and gathering relevant information from stakeholders.
- Supporting the processing of internal dispute resolutions, ensuring compliance with regulatory requirements and internal policies.
- Communicating effectively with clients and brokers via phone and email to clarify dispute details and request documents.
- Maintaining accurate records of disputes, communications, and resolutions in the internal tracking system.
- Drafting clear and concise responses outlining dispute outcomes and next steps.
- Documenting findings and outcomes of disputes for internal records.
- Collecting data on dispute trends for analysis by senior team members.
Stakeholder Communication and Management
- Supporting the assessment and processing of client compensation, ensuring compliance with regulatory guidelines.
- Maintaining detailed records of compensation claims and outcomes for transparency and accountability.
- Collaborating with internal teams (Risk, Legal, Financial Services) to support effective dispute resolution and compensation management.
- Engaging with brokers and clients to gather required information and maintain strong working relationships.
- Participating in meetings to discuss dispute progress and share relevant updates.
- Building networks and relationships with colleagues to solve problems, escalate issues, and influence outcomes.
- Leading change initiatives and supporting others in adapting to new processes.
- Managing collaborative and strategic relationships with internal and external stakeholders.
File Retrieval and Build
- Retrieving and compiling files and documentation necessary for investigations and dispute resolution.
- Building comprehensive case files for senior review by organizing all related documents and correspondence.
- Following standardized file naming and storage conventions for team accessibility.
Administration and Processing
- Recording workflow activity within internal systems.
- Assisting in the assessment and processing of compensation for clients in compliance with guidelines.
- Maintaining accurate records of compensation outcomes.
- Engaging with insurance providers as part of the compensation process.
About the Client: Trusted for Generations. Powered by Expertise.
In the fast-paced world of Australian mortgage broking, Mortgage Choice has been a steady hand on the wheel for over three decades. With a nationwide broker network and a reputation built on trust, they help clients navigate everything from first homes to investment properties. Named the #1 brokerage by The Adviser Magazine in 2023, they continue to set the gold standard in home lending—loan by loan, win by win.
Welcome to Emapta Philippines
Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Be part of a global team passionate about impact. Apply now and join the #EmaptaEra
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