Complaint Resolution Analyst

If you also believe that everyone should be able to achieve their financial potential, then you’ll love contributing to CMC Markets’ company vision of providing the ultimate trading experience. Seize the opportunity to progress your career in the fintech industry by joining a global leader in CFD trading and share investing. Grow yourself personally and professionally with a company that’s growing with you, by global expansion and product offering.

As our Complaint Resolution Analyst, you'll transform client frustrations into lasting solutions. You won't just resolve individual issues, you'll uncover root causes and create improvements that benefit thousands of clients across our CFD and Stockbroking businesses.

This role gives you deep insights into complaint trends, regulatory frameworks (ASIC, AFCA, FSCL), and systemic changes that drive real impact. For customer service representatives ready to step up, you'll develop expertise that sets you apart in financial services whilst building the leadership skills that open doors to broader responsibilities across the organisation.

This is a full-time, permanent opportunity and requires full Australian working rights.

Why You'll like working here

Just some of the reasons you’ll love working here include:

• Leave benefits: Accrue 5 additional annual leave entitlements each year called My Days, as well as enjoying 5 extra annual leave days once you pass 12 months. Enjoy your birthday off to spend time with family and friends, on us! Utilise a free annual charity day to give back to your community.

• $0 Trades: Staff & family trading accounts with CMC Markets Invest have access to the best brokerage rates in the market - $0 trades for all domestic and international equity orders!

• Continuous learning: Our L&D offering covers both technical and performance training, ensuring you're always learning new skills.

• Unlimited access to a dedicated benefits & wellbeing hub where you can save money through various retailer discounts, and make use of a variety of resources that will enhance your physical and mental wellbeing

• Collaboration: We believe that great things happen when smart people work together, that’s why we’ve made the decision to work five days in the office.

• Office perks: Help yourself to free breakfast cereals, condiments, and coffee to fuel your workday. Our culture club provides opportunities for everyone whether you’re into fitness, pizza making classes, socialising or bringing out your competitive side in trivia or lawn bowls!

What you’ll be working on

As our new Complaint Resolution Analyst, you’ll:

• Assess complaint origins and devise strategies to resolve underlying issues, not just symptoms.

• Coach and guide client-facing teams on complaints handling best practices.

• Act as first point of contact for external-body complaints and managing Ombudsman responses (FSCL & AFCA).

• Compose monthly reports on complaint data, trends, systemic issues, and development needs across CFD and Stockbroking.

• Investigate escalated issues with urgency and attention to detail.

• Oversee the complaints management process, including policy documentation and annual reviews.

What will help you be successful?

If you've worked in client services and are ready to develop your problem-solving skills to truly support customers, we'd love to hear from you.

This role suits someone who enjoys detective work and uncovering root causes whilst guiding clients through challenging situations. You'll need resilience, quick thinking, and attention to detail. The key is balancing genuine empathy for clients with objectivity in your investigations, ensuring every resolution is accurate, compliant, and delivered with excellent service.

If you come from a complaints resolution background, your experience will be highly valued.

We’re always on the lookout for great people, so even if you don’t feel you are a 100% fit, apply with your up-to-date CV and we’ll consider you for this role and any other suitable opportunities across the business. 

The things we live by

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.

Click on the link to find out more about the things we live by at CMC Markets CMC Markets - Culture Video  

We look forward to hearing from you! 

Please be vigilant when applying for jobs online. CMC Markets will never request personal identification details, such as Date of Birth or Tax File Number prior to an offer being made. If your initial application is successful, regardless of whether you've applied directly or through an approved recruiter, you will always liaise with a representative from CMC's Talent Acquisition team. We will only discuss a role you have formally applied for via phone or email (CMC Markets email address); and never via Facebook or Telegram.