Complaints Officer

2 weeks ago

Melbourne, Victoria, Australia Pepperstone Full time

The Pepperstone story started in 2010. We know what it's like to trade the world's markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech we're digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress - for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global and results focused. You'll find our 350+ team currently across 8 locations and 6 time zones. That's enough about us for now.

**The Role**:
Our Complaints Officer performs an important role in providing unparalleled customer support to our global clients in the world of Forex, CFDs, and related services. As a leader within the Client Services team and working closely with the Compliance team, you will be responsible for managing the complaints process and in turn have a direct impact on client retention.

**Your days may include, but not limited to**:

- Contacting customers who have indicated dissatisfaction and try to recover their experience
- Identifying when dissatisfaction and poor experience is considered a complaint and begin the internal dispute resolution (IDR) process
- Perform conduit role between Compliance and Client Services with respect to Complaints. You will be the first point of escalation, before the Compliance team.
- Be an escalation point for complex and high value/risk client cases/chats/phone calls and trade investigations
- Adhering to SLAs for trade investigations and complaints, and completing monthly reporting
- Provide ongoing training to new and existing Client Services team members
- Maintain a working knowledge of global compliance standards and ensuring these standards are met
- Experience in financial services, with at least 2 years experience in a similar role within the industry
- High level of attention to detail and accuracy with the ability to maintain quality even in busy times
- Strong communication and stakeholder management skills, with the ability to effectively collaborate and present information to internal and external stakeholders
- Ability to use good judgment, act, and make decisions with integrity
- Desire and passion for continuous learning, improvement, and innovation
- Strong working knowledge of ASIC RG 271
- Experience maintaining a Complaints register

**Why you will enjoy working with us**:

- Competitive salary structure including company bonus scheme
- Genuinely collaborative and friendly culture
- Flexible and hybrid working
- Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
- Ongoing personal development & learning opportunities
- 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
- 3 paid volunteering days per year & Workplace Giving Program
- Frequent events and celebrations including a standard weekly social
- Beautifully renovated large office at Collins Square - 727 Collins Street, Melbourne
- Best in class end of trip facilities including bicycle parking, change rooms & showers
- A full stocked kitchen, onsite coffee machines with locally sourced coffee beans (this is Melbourne after all) and curated specialty teas

**More about Pepperstone**

We understand it's important to do due diligence on a prospective employer, see what our team are saying on Glassdoor. We respect our team members' experiences and will never pay to remove a negative review.

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