Complaint Resolution Specialist
Core
Investigate and resolve complex customer complaints regarding online trading and investment services, including matters escalated to external dispute resolution bodies.
Role type
Senior Complaint Resolution Specialist
Builds
Fair customer outcomes and regulatory compliance for a global CFD trading and share investing platform
Domain
Financial services / Fintech / Online trading
Deliverable
client delivery
Required skills
Complex complaint investigation, regulatory interpretation (ASIC RG271, AFCA), root cause analysis, written reporting, cross-functional collaboration
Preferred skills
Experience in stockbroking, wealth management, or margin lending; Law, finance, or commerce qualifications
Technologies
None stated
Responsibilities
Investigate and resolve complex customer complaints from start to finish; Manage complaints involving trade execution, pricing disputes, platform issues, corporate actions, margin lending, and account administration; Prepare clear and well-reasoned written responses; Manage complaints escalated to AFCA and other external dispute resolution schemes; Identify root causes and opportunities to improve customer outcomes; Support complaint governance and regulatory reporting activities
Seniority
Experienced, hands-on IC