Senior Complaints Resolution Lead in Financial Services

CFS

Sydney

On-site

AUD 80,000 - 110,000

Full time

5 days ago

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Job summary

CFS is seeking a seasoned Complaints Resolution professional to join our Risk and Compliance team in Sydney. You will manage escalated complaints, ensure timely investigations, and align resolutions with regulatory obligations, including AFCA processes.

The role requires strong stakeholder engagement and a commitment to delivering fair outcomes for members. You will work closely with risk and legal stakeholders, maintain up-to-date product knowledge, and contribute to continuous process

Qualifications

Experience in complaints management within the financial services sector.
Knowledge and understanding of AFCA processes is highly regarded.
Excellent communication and interpersonal skills with the ability to influence senior stakeholders.

Responsibilities

Manage investigation and resolution of escalated IDR and EDR complaints in line with policy and regulatory obligations.
Collaborate with AFCA and external stakeholders to ensure regulatory compliance in dispute resolution.
Provide guidance on complaint-management processes to internal teams.
Apply industry best practices for dispute resolution with RG271 awareness.
Develop networks with EDR bodies and internal stakeholders to influence outcomes.
Monitor complaints trends and systemic issues and share insights.