Complaints Specialist - IDR/EDR

Responsibilities

• Manage complex Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) matters from initial assessment to final resolution
• Partner with Operations, Compliance, Risk, Legal, and Customer Support teams to ensure fair and timely outcomes
• Identify recurring complaint themes and root causes to drive operational improvements and reduce customer friction
• Strengthen the company's complaint handling framework by improving processes and consistency
• Establish clear reporting and insights to help the business understand complaint trends and regulatory risks
• Promote a strong culture of governance, accountability, and customer fairness

Requirements

• Experience managing complaints, disputes, or customer resolutions within financial services or another regulated industry
• Exceptional written communication skills with the ability to explain complex decisions clearly and empathetically
• Strong investigative skills and the ability to use evidence to make informed, balanced decisions
• High level of organizational skill and the ability to manage multiple priorities with attention to detail
• Strong judgment in balancing customer outcomes with commercial and regulatory obligations

Preferred Qualifications

• Experience managing AFCA disputes and a deep understanding of RG271 requirements
• Experience working with FSCL or other external dispute resolution schemes
• Background in fintech, investing, or superannuation environments
• Experience contributing to remediation programs, regulatory reviews, or compliance audits
• Ability to develop complaint reporting frameworks to influence operational changes

Benefits

• Professional development allowance
• Up to 16 weeks of paid parental leave and childcare allowance
• Wellbeing support and annual leave swap days
• Discretionary performance bonus
• Exclusive Stake product discounts and trading credits

About the Company

Stake is an Australian investing platform that helps ambitious people grow their wealth. By offering seamless access to the ASX and Wall St, we have empowered over 750,000 customers and currently have more than A$8B under administration.