Complaints Resolution Specialist

3 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.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.About Moomoo AUMoomoo 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 OverviewAs 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.BenefitsCompetitive salary and bonus schemeOffice gym membershipGroup private health insuranceUnlimited training and growth opportunities in the investment industryKey ResponsibilitiesIDR Complaint HandlingManage the end-to-end lifecycle of customer complaints in accordance with Moomoo AU's IDR policy and process, ensuring timelines and documentation standards are metProvide high-quality written responses to complainants, clearly summarising issues, findings, outcomes, and options for further escalationEscalate unresolved or complex complaints to appropriate internal teams or to AFCA, as appropriateMaintain meticulous records of all complaints, correspondence, actions, and outcomes within the complaint management systemRG271 ComplianceEnsure strict adherence to ASIC's Regulatory Guide 271 (RG271), especially regarding complaint timeframes, customer communication, and record-keeping requirementsReview and update internal complaints procedures and training material to reflect any changes in RG271 or related regulationsSupport internal audits and reviews of compliance with IDR and RG271AFCA Process ManagementAct as Moomoo AU's key liaison with AFCA, preparing detailed, accurate, and timely responses to AFCA investigations and queriesManage AFCA escalations, including gathering evidence, preparing submissions, and coordinating internal input as neededMonitor and analyse AFCA determinations for trends and potential improvements to internal processesASIC Complaint Data ReportingOversee accurate collection, maintenance, and analysis of complaint data in line with ASIC's reporting requirementsPrepare, validate, and submit regular complaints data reports to ASIC, ensuring integrity and confidentiality of informationIdentify, monitor, and report on complaint trends, root causes, and systemic issues for management and regulatory stakeholdersRequirementsMinimum 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 schemesStrong verbal and written communication skills—able to explain complex issues clearly, professionally, and with empathyProven expertise in managing AFCA escalations/processes, including drafting submissions and coordinating evidencePractical experience with ASIC complaint data reporting, including data accuracy, process compliance, and trend analysisStrong analytical and problem-solving abilities, with high attention to detailAbility to manage multiple priorities and resolve sensitive matters in a fast-paced, digital-first environmentJoin 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.
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