Complaint Resolution Specialist

If you also believe that everyone should be able to achieve their financial potential, you'll love contributing to CMC Markets' vision of providing the ultimate trading experience. Seize this opportunity to progress your career in fintech by joining a global leader in CFD trading and share investing. This role is ideal for someone who enjoys solving complex problems, navigating regulatory requirements and delivering fair customer outcomes within a fast paced financial services environment. You will be responsible for managing complex customer complaints relating to online trading and investment services, including matters escalated to external dispute resolution bodies such as the Australian Financial Complaints Authority (AFCA).

Benefits

• Accrue 5 additional annual leave entitlements each year called My Days, plus 5 extra annual leave days after 12 months.
• Enjoy a birthday off to spend time with family and friends.
• Annual charity day to give back to the community.
• $0 trades: Staff & family trading accounts with CMC Markets Invest have access to best brokerage rates - $0 trades for all domestic and international equity orders.
• Continuous learning: L&D offering covers technical and performance training.
• Unlimited access to a dedicated benefits & wellbeing hub.
• Collaboration: Work five days in the office with free breakfast cereals, condiments and coffee.
• Culture club with fitness, pizza making classes, socialising, trivia and lawn bowls.

Responsibilities

• Investigate and resolve complex customer complaints from start to finish.
• Manage complaints involving trade execution and pricing disputes; platform and technology issues; corporate actions; margin lending and margin calls; fees, interest and account calculations; account administration matters.
• Prepare clear and well reasoned written responses.
• Manage complaints escalated to the AFCA and other external dispute resolution schemes.
• Work closely with teams across Trading, Technology, Operations, Compliance, Legal and Risk.
• Identify root causes and opportunities to improve customer outcomes.
• Support complaint governance and regulatory reporting activities.

Qualifications

• Experience handling complex complaints or dispute resolution within financial services, including interpreting legislation and communicating clear decisions.
• Experience with AFCA matters, ASIC Regulatory Guide 271 (RG271) or in stockbroking, online trading or wealth management highly regarded.
• Qualifications in law, finance, commerce, business or related discipline advantageous.
• Strong analytical thinking with excellent judgement and communication skills to manage challenging customer situations while balancing outcomes with regulatory requirements.
• Must hold full working rights in Australia.

CMC Markets is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We value differences and invite them in.