We're an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to ASX and Wall St, we've empowered a new wave of investors. Today, we have 750,000+ customers and more than A$8B under administration. Join us as we continue to reshape the financial industry, inspire investor confidence and unleash the investor in everyone.
We are looking for a Senior Complaints Specialist - IDR/EDR to join our Operations team in Sydney.
Trust is one of Stake's most important assets. When customers raise concerns or challenge an outcome, how we respond matters. This role sits at the intersection of customer experience, risk management and regulatory compliance, helping ensure customers receive fair, thoughtful and timely resolutions while maintaining the high standards expected of a regulated financial services business.
You'll take ownership of complex complaints and dispute resolution matters across internal and external channels, managing cases from initial assessment through to final resolution. Working closely with teams across Operations, Compliance, Risk, Legal and Customer Support, you'll combine strong judgement, empathy and analytical thinking to navigate sensitive situations and deliver positive customer outcomes.
Beyond resolving individual matters, you'll help strengthen Stake's complaint handling framework by identifying trends, improving processes and contributing to a culture of continuous improvement. We work hybrid spending 3 days in our beautiful, dog-friendly Sydney office.
Within your first two years, you'll have:
- Become a trusted expert in complaint and dispute resolution across Stake's operating markets, consistently delivering fair, balanced and timely outcomes
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Successfully managed complex IDR and EDR matters while maintaining strong relationships with customers, regulators and external dispute resolution bodies
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Strengthened Stake's complaint handling processes, helping improve efficiency, consistency and customer outcomes
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Identified recurring themes and root causes across complaints, driving meaningful operational improvements that reduce future customer friction
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Built strong partnerships across Operations, Compliance, Risk, Legal and Customer Support to improve investigation quality and decision-making
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Established clear reporting and insights that help the business better understand complaint trends, risks and opportunities for improvement
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Contributed to a strong risk and compliance culture by promoting high standards of governance, accountability and customer fairness
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Helped ensure Stake continues to meet its regulatory obligations while delivering an experience that reinforces customer trust and confidence
- You have experience managing complaints, disputes or customer resolutions within financial services or another regulated industry
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You bring strong judgement and can confidently assess complex situations, balancing customer outcomes, commercial considerations and regulatory obligations
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You're an exceptional written communicator who can explain complex decisions clearly, professionally and empathetically
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You enjoy investigating issues, identifying root causes and using evidence to make informed decisions
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You have strong organisational skills and can manage multiple priorities while maintaining attention to detail
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You take ownership, work independently and build strong relationships across teams to achieve better outcomes
- Managed AFCA disputes and have a strong understanding of RG271 requirements
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Worked with FSCL or other external dispute resolution schemes across multiple jurisdictions
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Contributed to remediation programs, regulatory reviews or compliance audits
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Developed complaint reporting frameworks or used complaint insights to influence operational improvements
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Worked within fintech, investing, superannuation or another complex financial services environment
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 (https://hellostake.com/au/careers) program.
- Professional development allowance
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Up to 16 weeks of paid parental leave
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Childcare allowance
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Wellbeing support
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Annual leave swap days
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Discretionary performance bonus
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Stake products: SMSF 30% discount on yearly membership fee, $295 AUD annual trading credit and Stake Black account
Once we've received your application, we'll give it the attention it deserves and 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.
