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About the Role

CMC Markets is seeking an experienced and customer-focused Complaint Resolution Specialist to manage complex customer complaints related to online trading and investment services, including those escalated to external dispute resolution bodies. This role is ideal for individuals who enjoy solving complex problems, navigating regulatory requirements, and delivering fair customer outcomes in a fast-paced financial services environment.

Responsibilities

Investigating and resolving complex customer complaints from start to finish.
Managing complaints involving trade execution and pricing disputes, platform and technology issues, corporate actions, margin lending and margin calls, fees, interest and account calculations, and account administration matters.
Preparing clear and well-reasoned written responses.
Managing complaints escalated to AFCA and other external dispute resolution schemes.
Working closely with teams across Trading, Technology, Operations, Compliance, Legal and Risk.
Identifying root causes and opportunities to improve customer outcomes.
Supporting complaint governance and regulatory reporting activities.

Requirements

Experience handling complex complaints or dispute resolution within financial services.
Ability to interpret legislation and communicate clear, well-reasoned decisions.
Experience with AFCA matters, ASIC Regulatory Guide 271 (RG271), or within stockbroking, online trading or wealth management is highly regarded.
Full working rights in Australia are required.

Skills

Strong analytical thinking
Excellent judgement
Excellent communication skills
Solutions-focused
Investigating complex issues

Location

Australia

Work Type

Onsite
Full-time

Experience Level

Experienced

Education Level

Qualifications in law, finance, commerce, business or a related discipline are advantageous.

Benefits

Accrue 5 additional annual leave entitlements each year (My Days).
Enjoy 5 extra annual leave days after 12 months of employment.
Birthday off.
Free annual charity day.
$0 trades for all domestic and international equity orders for staff & family trading accounts.
Continuous learning opportunities (technical and performance training).
Unlimited access to a dedicated benefits & wellbeing hub with retailer discounts and wellbeing resources.
Free breakfast cereals, condiments, and coffee in the office.
Opportunities for social and competitive activities through the culture club.

About the Company

CMC Markets is a global leader in CFD trading and share investing.
The company's vision is to provide the ultimate trading experience and help individuals achieve their financial potential.
CMC Markets is committed to personal and professional growth for its employees.
The company is expanding globally and increasing its product offering.

Equal Opportunity

CMC Markets is an equal opportunities employer committed to creating a diverse and inclusive workplace.
The company values differences and unique perspectives to achieve better outcomes.