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About the Role

This role is responsible for managing complex complaints and dispute resolution matters, ensuring fair and timely customer resolutions while upholding regulatory standards. It involves collaborating with various internal teams to navigate sensitive situations and improve the complaint handling framework.

Responsibilities

• Take ownership of complex complaints and dispute resolution matters.
• Manage cases from initial assessment through to final resolution.
• Collaborate with Operations, Compliance, Risk, Legal, and Customer Support teams.
• Identify trends and improve complaint handling processes.
• Contribute to a culture of continuous improvement.
• Strengthen Stake's complaint handling framework.
• Identify recurring themes and root causes across complaints.
• Drive operational improvements to reduce customer friction.
• Build partnerships to 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 regulatory obligations are met while reinforcing customer trust.

Requirements

• Experience managing complaints, disputes, or customer resolutions within financial services or another regulated industry.
• Strong judgment to assess complex situations, balancing customer outcomes, commercial considerations, and regulatory obligations.
• Exceptional written communication skills to explain complex decisions clearly, professionally, and empathetically.
• Ability to investigate issues, identify root causes, and use evidence for informed decisions.
• Strong organizational skills to manage multiple priorities with attention to detail.
• Ability to take ownership, work independently, and build strong cross-team relationships.

Skills

• Complaint management
• Dispute resolution
• Customer resolution
• Financial services
• Regulatory compliance
• Risk management
• Analytical thinking
• Communication (written and verbal)
• Problem-solving
• Attention to detail
• Relationship building
• AFCA dispute management (bonus)
• RG271 understanding (bonus)
• FSCL or other external dispute resolution schemes (bonus)
• Remediation programs (bonus)
• Regulatory reviews (bonus)
• Compliance audits (bonus)
• Complaint reporting frameworks (bonus)
• Fintech
• Investing
• Superannuation

Location

• Sydney

Work Type

• Hybrid
• Full-time

Experience Level

• Senior

Benefits

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

About the Company

• Stake is an Australian investing platform that helps ambitious people grow their wealth.
• Offers seamless access to ASX and Wall Street.
• Has over 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.