About Entireti Entireti is the leading business service partner for financial advice practices in Australia. At Entireti, our team is dedicated to helping each other and our adviser network thrive. We foster a supportive, innovative culture where everyone has the tools and opportunities to grow, collaborate, and help Australians reach their potential. Duties & Responsibilities Manage complaints effectively across IDR and EDR channels, ensuring accurate recording, timely resolution, and clear communication. Partner with financial planners to resolve client complaints with empathy and fairness. Identify root causes of complaints and contribute to continuous improvement initiatives. Ensure compliance with ASIC RG271 and other regulatory requirements. Investigate and remediate self-reported issues, ensuring quality and service level agreements are met. Support advice rectification and client restitution processes, including compensation calculations. Contribute to the development of a robust complaints management framework. Escalate systemic advice issues and collaborate with internal and external stakeholders. Meet individual productivity and service targets while maintaining high standards of compliance and client care Key Deliverables Timely and compliant resolution of customer complaints. Completion of remediation cases within agreed timeframes. Effective collaboration across teams to facilitate outcomes. Identification of process improvement opportunities. Adherence to regulatory and internal standards (ASIC RGs, AFCA, Corporations Act, AUSTRAC). Skills & Experience Essential: Minimum 5 years’ experience in Financial Services, ideally in advice, compliance, or regulatory roles. Direct experience in complaints handling, IDR/EDR processes, or remediation work. Strong understanding of the financial planning industry and licensee obligations. Excellent communication and stakeholder engagement skills. Proven ability to manage competing priorities and meet deadlines. Desirable: Tertiary qualifications in law, economics, financial planning, or business. Advanced Diploma in Financial Services, PS146 or equivalent. RG146 compliance training completed. Working knowledge of ASIC RG271, AFCA processes, and the Corporations Act. What We’re Looking For A customer-first mindset with demonstrated empathy and professionalism. Strong analytical and problem-solving skills. Ability to influence stakeholders and drive fair outcomes. Adaptability in dynamic environments and a commitment to continuous improvement. Australian work rights (must be eligible to work without sponsorship). Willingness to undergo background checks including criminal history and credit assessments.
