Senior Complaints Specialist - IDR/EDR

Stake is looking for a Senior Complaints Specialist - IDR/EDR to join us at our Sydney CBD HQ, with a flexible hybrid working model.

We’re an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to the share markets, we’ve empowered a new wave of investors. Stake has grown fast from a fintech startup into a robust financial services company. Today we have 750,000+ customers and more than A$5 billion under administration.

At Stake, we break barriers in everything we do. Just like our customers, we’re driven by ambition. Our desire for continuous growth is what creates the collaborative and high-performance environment we work in. Though we’re spread around the world, we’re a unified team moving towards a shared vision: to unleash the investor in everyone.

Join us as we continue to reshape the financial industry, inspiring investor confidence and celebrating our wins along the way.

The Senior IDR/EDR Complaints Specialist manages customer complaints and dispute resolution matters across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) processes. The role is responsible for ensuring complaints are handled fairly, efficiently and in line with regulatory obligations, internal policies and customer service standards across all operating jurisdictions.

This role requires strong written communication skills, sound judgement, attention to detail and the ability to manage matters from initial assessment through to resolution within required timeframes.

• Manage customer complaints and disputes across IDR and EDR channels from receipt through to final resolution
• Handle disputes and regulatory escalations involving AFCA (Australia), FSCL (New Zealand) and equivalent external dispute resolution schemes across current and future operating markets
• Investigate complaints by reviewing customer accounts, transaction history, supporting documentation and relevant internal records
• Prepare clear, accurate and professional written responses to customers, AFCA, FSCL, regulators and other external stakeholders
• Liaise with internal teams including Operations, Compliance, Risk, Legal and Customer Support to gather information and progress investigations
• Ensure complaint handling activities comply with applicable legislation, RG271 requirements, external dispute resolution obligations and internal policies and procedures
• Maintain accurate complaint records, case notes, correspondence and reporting documentation
• Monitor complaint timeframes and ensure matters are resolved within required service standards and regulatory obligations
• Identify trends, recurring issues and opportunities for operational or process improvements to reduce complaint volumes and improve customer outcomes
• Own internal reporting relating to complaints, dispute resolution, remediation activities and regulatory matters
• Assist with audits, compliance reviews and regulatory requests where required
• Contribute to a positive risk and compliance culture across the business

• Previous experience in IDR/EDR in financial services environments
• Strong understanding of AFCA processes, RG271 requirements and complaint handling obligations within financial services
• Exposure to FSCL processes or broader multi-jurisdiction dispute resolution frameworks is highly regarded
• Demonstrated ability to investigate and manage complex or escalated customer matters
• Excellent written communication and stakeholder management skills
• Strong analytical, problem-solving and decision-making capability
• High attention to detail with strong organisational and time management skills
• Ability to manage competing priorities and work effectively within required deadlines
• Ability to work independently while contributing positively within a collaborative team environment
• Professional, empathetic and customer-focused approach when handling sensitive matters

At Stake, we’re more interested in your attitude than your resume. If you believe this is a role you want to jump into, please apply and let us know why in your cover letter!

You’ll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it. Having said that, we also have perks.

Please see on our Careers website the list of benefits under our Grow with Stake program. They include:

• Career relevant development and training with professional development allowance
• Up to 16 weeks of paid parental leave
• Childcare allowance
• Sonder - healthcare, safety support and EAP for you and your immediate family
• Additional leave types (Swap days, Bear Days, TOIL, Compassionate, Sorry Business)
• Employee Share Options scheme for senior leaders
• Stake products: SMSF 30% discount on yearly membership fee, $295 AUD annual trading credit and Stake Black account
• Recognition awards and team celebrations
• Discretionary performance bonus and talent referral bonus

Stake is an equal opportunity employer that values diversity. We’re proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We’re also endorsed by WORK180 as a great employer for women.

It all comes together to explain why Stake placed 1st in the 2024 AFR BOSS Best Places to Work list for the Banking, Superannuation & Financial Services category, across all of Australia and New Zealand.

Once we've received your application, we'll give it the attention it deserves and you'll hear from us either way. We’re committed to responding to every applicant. If we think you’d be a good addition to our team, we’ll give you a call and from there, you'll cruise through our recruitment process.

To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.