The Lived Experience Advisor role recognises the importance of lived experience to guide and support successful consumer participation across the organisation. The Lived Experience Advisor role will work collaboratively within a defined project, supported by the Consumer Partnerships Manager in a co-design approach relevant to the defined project.The Women’s and Children’s Division at Western Health is looking to bring consumers with valuable lived experiences in receiving maternity care together with the leadership team and clinicians to drive improvements in maternity care. The LEA will bring an essential consumer perspective to current and future improvement projects and influence outcomes and experiences for consumers receiving maternity care at Western Health.

The role of the Autism Consumer Consultant is an innovative role within the MH-ACES mental health service offering various modes of support to consumers. The role is largely informed by the individual’s own ‘lived experience’ and is guided by the principles of consumer leadership and participation.The role involves using your lived experience to support consumers who participate in assessments with the MH-ACES team, providing resources and collaborating with clinical staff to ensure the best outcome for the consumer. You will be providing direct support to people who have recently received an autism diagnosis and will be representative of the autistic mental health consumer voice within the service.

Responsible for undertaking all activities required to issue loan documentation; dealing with numerical data (fees/interest/loan structure), preparing Business Finance Agreements, Letters of Offer, Guarantees, Mortgages, engaging solicitors for Self-Managed Superannuation Fund lending. This includes new lending, mixed lending, mixed deals, releases, consents and connection/security reviews.

Receive process improvement feedback from call centre staff, assess for validity and where appropriate, implement solutions.Document existing processes; for inclusion in the call centre staff process software.

Coordinate Service Failure process, receive notification of a service failure with customer impact and ensure all relevant stakeholders are advised and that the rectification process commences.

Resolve escalations from the Call Centre in relation to customer credit card or personal loan accounts, taking ownership and following through to until the end result is achieved.

Assess new business/amendment/reinstatement applications within delegated discretion, contact customers or brokers when verification of financial information required. Provide recommendations to the next level in the credit chain for applications outside delegated discretion, ensuring all applications are assessed in line with Group Credit Policy.

Inbound Customer Complaints, received via phone and mail. Assist customers to resolve their problems in a diplomatic & professional manner. Respond with accurate information so that customer satisfaction & loyalty is increased. Escalate issues to the next level when appropriate.

Inbound & outbound sales: Develop rapport with new and existing clients; provide product solutions, which match client’s needs. Support of lending sales staff: Ensure credit applications and income verifications are within compliance and credit policy guidelines. Request property valuations. Ensure applicants provide documents required for assessment. Liaise with Fraud team when further verification is required.

Accurately maintain accounts, file and update account authorities

Inbound and outbound call centre. Provide excellent customer service while handling all enquiries in a timely and effective manner