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About the Role

The Senior IDR/EDR Complaints Specialist manages customer complaints and dispute resolution matters across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) processes. The role is responsible for ensuring complaints are handled fairly, efficiently and in line with regulatory obligations, internal policies and customer service standards across all operating jurisdictions. This role requires strong written communication skills, sound judgement, attention to detail and the ability to manage matters from initial assessment through to resolution within required timeframes.

Responsibilities

Manage customer complaints and disputes across IDR and EDR channels from receipt through to final resolution
Handle disputes and regulatory escalations involving AFCA (Australia), FSCL (New Zealand) and equivalent external dispute resolution schemes across current and future operating markets
Investigate complaints by reviewing customer accounts, transaction history, supporting documentation and relevant internal records
Prepare clear, accurate and professional written responses to customers, AFCA, FSCL, regulators and other external stakeholders
Liaise with internal teams including Operations, Compliance, Risk, Legal and Customer Support to gather information and progress investigations
Ensure complaint handling activities comply with applicable legislation, RG271 requirements, external dispute resolution obligations and internal policies and procedures
Maintain accurate complaint records, case notes, correspondence and reporting documentation
Monitor complaint timeframes and ensure matters are resolved within required service standards and regulatory obligations
Identify trends, recurring issues and opportunities for operational or process improvements to reduce complaint volumes and improve customer outcomes
Own internal reporting relating to complaints, dispute resolution, remediation activities and regulatory matters
Assist with audits, compliance reviews and regulatory requests where required
Contribute to a positive risk and compliance culture across the business

Requirements

Previous experience in IDR/EDR in financial services environments
Strong understanding of AFCA processes, RG271 requirements and complaint handling obligations within financial services
Exposure to FSCL processes or broader multi-jurisdiction dispute resolution frameworks is highly regarded
Demonstrated ability to investigate and manage complex or escalated customer matters
Excellent written communication and stakeholder management skills
Strong analytical, problem-solving and decision-making capability
High attention to detail with strong organisational and time management skills
Ability to manage competing priorities and work effectively within required deadlines
Ability to work independently while contributing positively within a collaborative team environment
Professional, empathetic and customer-focused approach when handling sensitive matters

Skills

Written communication
Judgement
Attention to detail
Stakeholder management
Analytical skills
Problem-solving
Decision-making
Organisational skills
Time management

Location

Sydney CBD

Work Type

Hybrid

Experience Level

Senior

Benefits

Career relevant development and training with professional development allowance
Up to 16 weeks of paid parental leave
Childcare allowance
Sonder - healthcare, safety support and EAP for you and your immediate family
Additional leave types (Swap days, Bear Days, TOIL, Compassionate, Sorry Business)
Employee Share Options scheme for senior leaders
Stake products: SMSF 30% discount on yearly membership fee, $295 AUD annual trading credit and Stake Black account
Recognition awards and team celebrations
Discretionary performance bonus and talent referral bonus

About the Company

We’re an Australian investing platform that helps ambitious people confidently grow their wealth.
By offering seamless, immersive access to the share markets, we’ve empowered a new wave of investors.
Stake has grown fast from a fintech startup into a robust financial services company.
Today we have 750,000+ customers and more than A$5 billion under administration.
At Stake, we break barriers in everything we do.
Just like our customers, we’re driven by ambition.
Our desire for continuous growth is what creates the collaborative and high-performance environment we work in.
Though we’re spread around the world, we’re a unified team moving towards a shared vision: to unleash the investor in everyone.
Join us as we continue to reshape the financial industry, inspiring investor confidence and celebrating our wins along the way.

Equal Opportunity

Stake is an equal opportunity employer that values diversity.
We’re proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status.
We’re also endorsed by WORK180 as a great employer for women.