Complaint Resolution Analyst

Complaint Resolution Analyst

Since launching in 1989, CMC Markets (CMC) has become one of the world's leading online financial trading businesses. CMC is listed on the London Stock Exchanges and serves retail and institutional clients through regulated offices and branches in 13 countries.

CMC offers an award winning online and mobile trading platform, enabling clients to trade up to 10,000 financial instruments across shares, indices, foreign currencies, commodities and treasuries through contracts for difference. In Australia, the Group also offers stockbroking services.

CMC is committed to recruiting, developing, retaining and motivating exceptional people who are talented, innovative and focussed on delivering excellence. We acknowledge that this goes hand in hand with the Group’s ongoing and future success. This is achieved through embedding the Group’s values throughout the workforce as well as offering competitive rewards and benefits.

The Group values centre on quality, clients and integrity.
- Put clients first
- Lead with quality
- Set the standards

More detail on the Group can be found on

ROLE PURPOSE

The Complaint Resolution Analyst will be responsible for professionally managing, investigating and responding to client complaints across both the CFD and Stockbroking business, to ensure the best possible outcome for our clients. They will be responsible for mediating with clients to achieve a successful resolution, whilst adhering to company policies and procedures and display a commitment to continuously improving the quality of our client’s experience.

ROLE AND RESPONSIBILITIES
- Resolving all verbal and written complaints through effective communication and efficient time management
- Direct client interaction in regards to complaint response, investigation and resolution
- Assess the origin of the complaint and fault where applicable, and devise a strategy to resolve the underlying issue
- Provide coaching, support and guidance to client facing teams in regards to complaints handling
- Investigating all escalated issues with a strong sense of urgency
- Oversee and maintain the complaints management process, including policy documentation and annual process reviews
- Tracking resolutions in accordance to internal policy, procedure and ASIC regulatory guide
- Identify and implement individual and team training needs, and communicate accordingly with department heads
- Compose and report all monthly complaint data, including complaint trends, systemic issues and ongoing training and development needs across both businesses
- Maintain accurate and timely records of all complaints
- First point of contact for all external-body complaints, and responsible for Investigating and responding back to the Ombudsman (FSCL & AFCA)
- Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training
- When dealing with all customers, clients or colleagues ensure that we provide a clear, fair and consistent high quality service that presents a professional and positive image of CMC Markets
- Take all reasonable steps to ensure appropriate confidentiality
- Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role
- Read and comply with CMC policies and procedures as they relate to your employment
- Complete all mandatory compliance training

KEY SKILLS AND EXPERIENCE
- Microsoft office
- RG 146 Compliant
- Advanced verbal and written communication skills
- Strong attention to detail and analytical skills
- In depth knowledge of financial markets, in particular the ASX and local markets

PERSON SPECIFICATION
- Able to communicate effectively with external and internal stake holders, and the ability to empathize with clients
- Minimum two years experience in a dispute or complaint handling role within financial services
- Effective and efficient time management, and the ability to build up a strong sense of rapport with internal teams
- Ability to prioritize and multi task
- Strong problem solving and decision making skills, have the ability to adapt to different situations and be organize and driven to achieve outcomes

KEY OBJECTIVES/KPIS
- As per performance review

COMPETENCIES
- Communication
- Team work
- Customer focus
- Resilience and adaptability
- Problem solving

The Company reserves the right to review, alter and amend job descriptions from time to time in line with business requirements.