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About the Role

This role sits at the intersection of customer experience, risk management and regulatory compliance, helping ensure customers receive fair, thoughtful and timely resolutions while maintaining the high standards expected of a regulated financial services business. You'll take ownership of complex complaints and dispute resolution matters across internal and external channels, managing cases from initial assessment through to final resolution. You'll help strengthen Stake's complaint handling framework by identifying trends, improving processes and contributing to a culture of continuous improvement.

Responsibilities

Manage complex complaints and dispute resolution matters across internal and external channels.
Manage cases from initial assessment through to final resolution.
Identify trends, improve processes, and contribute to a culture of continuous improvement.
Strengthen Stake's complaint handling framework.
Deliver fair, balanced, and timely outcomes.
Maintain strong relationships with customers, regulators, and external dispute resolution bodies.
Improve efficiency, consistency, and customer outcomes in complaint handling processes.
Identify recurring themes and root causes across complaints.
Drive operational improvements to reduce future customer friction.
Build strong partnerships across Operations, Compliance, Risk, Legal, and Customer Support.
Improve investigation quality and decision-making.
Establish clear reporting and insights on complaint trends, risks, and opportunities.
Promote high standards of governance, accountability, and customer fairness.
Ensure Stake meets regulatory obligations.
Deliver an experience that reinforces customer trust and confidence.

Requirements

Experience managing complaints, disputes, or customer resolutions within financial services or another regulated industry.
Strong judgment and ability to confidently assess complex situations.
Ability to balance customer outcomes, commercial considerations, and regulatory obligations.
Exceptional written communication skills to explain complex decisions clearly, professionally, and empathetically.
Enjoy investigating issues, identifying root causes, and using evidence to make informed decisions.
Strong organizational skills and ability to manage multiple priorities while maintaining attention to detail.
Ability to take ownership, work independently, and build strong relationships across teams.

Skills

Complaint handling
Dispute resolution
Risk management
Regulatory compliance
Customer experience
Analytical thinking
Communication (written and verbal)
Problem-solving
Attention to detail
Relationship building
Judgement
Empathy

Location

Sydney

Work Type

Hybrid
Full-time

Experience Level

Senior
Two years of experience in complaint and dispute resolution

Benefits

Professional development allowance
Up to 16 weeks of paid parental leave
Childcare allowance
Wellbeing support
Annual leave swap days
Discretionary performance bonus
Stake products: SMSF 30% discount on yearly membership fee, $295 AUD annual trading credit and Stake Black account

About the Company

An Australian investing platform that helps ambitious people confidently grow their wealth.
Offers seamless, immersive access to ASX and Wall St.
Has 750,000+ customers and more than A$8B under administration.
Aims to reshape the financial industry, inspire investor confidence, and unleash the investor in everyone.