Leon Lo Email & Phone Number

Melbourne, Victoria, Australia

In my role as Business Assurance Manager, I was accountable for providing oversight and governance of the risks associated in the Complaints division of ANZ through the management of operational risk events. This position involves collaborating closely with operational teams to ensure compliance with regulatory requirements, company policies, and industry.

Melbourne, Victoria, Australia

In October 2022, ANZ’s Complaints Division saw a significant change to its operating model, which was driven by changes to ANZ’s regulatory obligations for managing complaints (see RG165 to RG271). My position as Complaints Capability Coach required me to develop training material, coach for performance and uplift the capability of complaints case managers.

Melbourne, Victoria, Australia

My position as Customer Liaison Manager required me make key credit decisions for ANZ customers and as a Subject-Matter-Expert (SME) for Collections, Financial Difficulty and Responsible Lending complaints. This role involved working closely with Complaints Case Managers through case discussions, attendance of AFCA conciliations, maintaining stakeholder.

Melbourne, Victoria, Australia

As an EDR Complaints Case Manager, I was responsible for managing external complaints received by the Ombudsman (AFCA). This role involved case managing and investigating complaints through customer interactions and working closely with internal teams as well as AFCA representatives to resolve complaints. I was accountable for maintaining accurate records.

Melbourne, Victoria, Australia

During my time as Team Leader, I led a team of hardship officers (~15) in ANZ’s contact centre. Our team was responsible for customer interactions through managing and assessing financial hardship applications. This was a very rewarding role as my team was able to make a difference in the community by assisting customers going through lifestyle changes.

Melbourne, Victoria, Australia

I played a key role as Senior Officer in supporting the Team Leader through allocation of work, intra-day reporting, side-by-side coaching and individual development of hardship officers, as well as managing the daily operations for this team and assisting with call volumes during peak times.

Melbourne, Victoria, Australia

During my time as Customer Connect Officer, I played a key customer-facing role in the handling of inbound and outbound phone calls for customers experiencing financial difficulty.

Melbourne, Victoria, Australia

This position involves making outbound phone calls to ANZ customers who have fallen behind on their existing contractual obligations and negotiating payment arrangements to bring their accounts back in order