Complaint Resolution Specialist
Core
Investigating and resolving 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 CFD trading and share investing platforms
Domain
Financial services / Fintech / CFD 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, online trading, or wealth management; 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, platform issues, corporate actions, margin lending, and account administration; Prepare clear, 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