Complaints Specialist

About Moomoo AU

Moomoo AU is a leading CHESS-sponsored share trading platform, making investing accessible and transparent for all Australians. Our commitment to integrity, efficiency, and customer-first service is underpinned by robust compliance and complaint handling practices.

Role Overview

As a Complaints Specialist, your primary responsibility will be to expertly manage and resolve customer complaints within Moomoo AU's Internal Dispute Resolution (IDR) framework. This role demands a strong technical understanding of ASIC's RG271 requirements for complaint handling, comprehensive experience interacting with the Australian Financial Complaints Authority (AFCA), and demonstrated expertise in ASIC complaint data capture and reporting.

You will ensure that all complaints are handled with diligence, fairness, and regulatory compliance, directly contributing to Moomoo AU's reputation for customer advocacy and operational excellence.

Benefits

- Competitive salary and bonus scheme
- Office gym membership
- Group private health insurance
- Unlimited training and growth opportunities in the investment industry

Key Responsibilities

IDR Complaint Handling

- Manage the end-to-end lifecycle of customer complaints in accordance with Moomoo AU's IDR policy and process, ensuring timelines and documentation standards are met.
- Provide high-quality written responses to complainants, clearly summarising issues, findings, outcomes, and options for further escalation.
- Escalate unresolved or complex complaints to appropriate internal teams or to AFCA, as appropriate.
- Maintain meticulous records of all complaints, correspondence, actions, and outcomes within the complaint management system.

RG271 Compliance

- Ensure strict adherence to ASIC's Regulatory Guide 271 (RG271), especially regarding complaint timeframes, customer communication, and record-keeping requirements.
- Review and update internal complaints procedures and training material to reflect any changes in RG271 or related regulations.
- Support internal audits and reviews of compliance with IDR and RG271.

AFCA Process Management

- Act as Moomoo AU's key liaison with AFCA, preparing detailed, accurate, and timely responses to AFCA investigations and queries.
- Manage AFCA escalations, including gathering evidence, preparing submissions, and coordinating internal input as needed.
- Monitor and analyse AFCA determinations for trends and potential improvements to internal processes.

ASIC Complaint Data Reporting

- Oversee accurate collection, maintenance, and analysis of complaint data in line with ASIC's reporting requirements.
- Prepare, validate, and submit regular complaints data reports to ASIC, ensuring integrity and confidentiality of information.
- Identify, monitor, and report on complaint trends, root causes, and systemic issues for management and regulatory stakeholders.

- Minimum 2 years' experience in complaints handling, risk & compliance, or similar role (preferably in financial services or fintech).
- Understanding of ASIC RG271, the Australian complaints landscape, and AFCA schemes.
- Strong verbal and written communication skills—able to explain complex issues clearly, professionally, and with empathy.
- Proven expertise in managing AFCA escalations/processes, including drafting submissions and coordinating evidence.
- Practical experience with ASIC complaint data reporting, including data accuracy, process compliance, and trend analysis.
- Strong analytical and problem-solving abilities, with high attention to detail.
- Ability to manage multiple priorities and resolve sensitive matters in a fast-paced, digital-first environment.

Join us at MOOMOO and play a pivotal role in shaping the future of investing in Australia. If you're ready to lead, inspire, and make a real impact, we want to hear from you.

***All applications will be reviewed with care. We'll be in touch with those moving forward.

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