Sr. Complaints Handler - IDR

• Independently manage and resolve complex customer complaints, ensuring adherence to regulatory timelines and internal policies. • Conduct thorough investigations into escalated issues, identifying root causes and implementing effective solutions to prevent recurrence. • Liaise with internal departments, including legal and compliance, to gather information and ensure a comprehensive understanding of complaint details. • Prepare detailed and persuasive case summaries and recommendations for senior management and regulatory bodies. • Bachelor's degree in Law, Business, Finance, or a related field; relevant professional certifications (e.g., in dispute resolution, compliance) are highly advantageous. • Minimum of 5 years of progressive experience in a complaints handling, dispute resolution, or customer advocacy role within the financial services or regulated industry. • Demonstrated expertise in navigating and applying relevant regulatory frameworks (e.g., ASIC, AFCA, FOS, FCA) to complaint resolution. • Exceptional analytical and problem-solving skills, with a proven ability to dissect complex issues and formulate sound judgments.