Incidents and Complaints Specialist

**About Superhero**

Superhero’s mission is to make investing affordable, accessible and understandable. From the ASX to Wall Street, we’re helping over 200,000 of our customers feel confident about investing.

Behind Superhero are our market-leading people who work hard and have fun doing it. Together, we’re building on our global investment platform and scaling our business well into the future.

**About the Role**

We’re looking for an Incidents and Complaints Specialist to assist in managing our internal incidents and complaints management processes. Reporting to the Head of Incidents and Complaints, you will support the business to proactively manage existing or emerging risks and design recommendations for improved systems and processes.

The right person for this role is focused on quality outcomes for our customers and continual improvement in our processes. You will work collaboratively across all functions of the business, using your verbal and written communication skills with stakeholders of different levels of seniority to identify, understand and resolve existing and emerging business risks.

**Your responsibilities will include**:

- Developing relationships across the business to become a trusted collaborator and advisor on the management of complaints, incidents and breaches;
- Assisting with the collection of data related to incidents, issues and breaches in order to respond in a timely manner to any regulatory queries that are received;
- Working with business units to identify, log, investigate and resolve potential incidents and breaches by determining root causes and trends;
- Drafting Internal Dispute Resolution responses and Delay Notifications to complainants where required;
- Escalating all compliance issues, incidents and breaches immediately upon becoming aware of the matter and regardless of your direct involvement.
- Assisting with any investigations by government regulatory agencies;
- Working closely with and reporting to the Superhero Compliance team to manage regulatory risks and respond to queries related to complaints, incidents and breaches that have occurred;
- Providing feedback to the Superhero Compliance team and the broader business to assist in the management and development of improved systems and processes to reduce complaints, incidents and breaches;

**Experience, qualifications and attributes**
- Minimum 2 years experience handling complaints and investigating incidents within the financial services industry.
- Great attention to detail, strong critical thinking and problem-solving skills.
- Understanding and knowledge of ASIC Regulatory Guide (RG) 78;
- Understanding and knowledge of ASIC Regulatory Guide (RG) 271;
- The ability to empathise with and advocate for our customers and recognise when customers may require extra assistance (eg. hardship situations);
- Strong writing and communication skills;
- The ability to work both independently and as part of a team, escalating challenges or concerns promptly and appropriately;
- High-energy for performance in a fast paced environment with tight deadlines;

**Benefits**
- Market-leading salary package;
- Work alongside equally talented peers at a leading fintech startup;
- Work-life balance and the flexibility to work from home; and
- Modern CBD offices, stocked with fresh fruit, snacks and a welcoming environment.

Feeling ready to give 100% to our cause? We’d love to have you apply, even if you feel unsure about whether you meet every single requirement.

At Superhero, we’re looking for people invigorated by our mission, not just those who simply check off all the boxes.