Expert Complaints Resolution Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeComplaints Full time $60,000 - $65,000
About the Role

This is an exciting opportunity to join our organization as a Complaints Resolution Specialist.

Job Description

We are seeking an experienced professional with strong technical knowledge of complaint handling and regulatory requirements. The successful candidate will be responsible for managing and resolving customer complaints within our Internal Dispute Resolution framework. This role demands a deep understanding of ASIC's RG271 requirements, experience interacting with AFCA, and demonstrated expertise in ASIC complaint data capture and reporting.

Key Responsibilities
  • Manage the end-to-end lifecycle of customer complaints, ensuring timelines and documentation standards are met.
  • Provide high-quality written responses to complainants, clearly summarising issues, findings, outcomes, and options for further escalation.
  • Educate internal teams on best practices for complaint handling and escalate unresolved or complex complaints to appropriate internal teams or to AFCA, as required.
  • Maintain meticulous records of all complaints, correspondence, actions, and outcomes within our complaint management system.
Requirements
  • A minimum of 2 years' experience in complaints handling, risk & compliance, or similar role (preferably in financial services or fintech).
  • Strong technical knowledge of ASIC's RG271 requirements and the Australian complaints landscape.
  • Demonstrated 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.
  • Excellent communication and interpersonal skills, with the ability to explain complex issues clearly and professionally.
Benefits
  • An attractive salary package and bonus scheme.
  • The opportunity to work in a dynamic and innovative environment.
  • Ongoing training and development opportunities.
About Us

We are a leading provider of share trading platforms, dedicated to 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.

If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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