HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast. At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers. HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB) THE HUB24 STORY We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians. Benefits and Life at HUB24 Learn more about our employee benefits HERE. Job Summary: The Resolutions Manager (12-month fixed term contract) role offers an exciting opportunity to lead the management and resolution of escalated complaints. This position is pivotal in ensuring that all complaints—both Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR)—are handled efficiently, in line with regulatory, legislative, and business requirements. The successful candidate will work closely with a wide range of internal teams and external stakeholders, driving continuous improvement and delivering positive customer service experiences in a dynamic financial services environment. Responsibilities: Manage investigation and resolution of escalated IDR and EDR complaints via phone or in writing, adhering to company policies and regulatory obligations. Conduct thorough and timely investigations of complex and non-complex customer complaints. Interpret complex policies, product information, and procedures to determine suitable actions and responses. Communicate verbally and in writing with customers, acting as a contact point for complaint escalations. Identify and analyse root causes of complaints, engage stakeholders, and drive implementation of continuous improvement activities. Provide specialist guidance to internal stakeholders on complaint management and resolution of complex cases. Demonstrate knowledge and application of current industry best practice for complaint resolution. Maintain up-to-date knowledge of HUB24 Custodial Services, products, services, and industry regulations. Develop strong networks and relationships with operational teams, external bodies, and stakeholders to influence outcomes. Report complaint trends and systemic issues to key stakeholders. Complete all required regulatory reporting (e.g., ASIC). Requirements: Experience within financial services and in a similar role. Integrity, client focus, passion, collaboration, excellence, and innovation. Knowledge of regulatory requirements for complaint resolution. Proven track record in dispute resolution, including negotiation and dealing with challenging customers. Strong communication and interpersonal skills (written and verbal). Resilience and ability to work under pressure in a rapidly changing environment. High degree of empathy and experience in resolving difficult and complex complaints. Analytical and problem-solving skills. Exceptional organisational and time management skills. Understanding of various financial products/instruments in the domestic market. The Recruitment Process Acknowledgement email once your application has been submitted. Our Talent team will start reviewing your application. If unsuccessful, you will be notified. If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role. Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you. Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews. Communication of outcomes to successful and unsuccessful candidates and feedback provided. As part of our process, a police check will be conducted on all successful candidates. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 2024 Circle Back Initiative Employer – we commit to respond to every applicant. Endorsed by WORK180 , we are proud to be recognised as an employer of choice for women. We have been nominated and placed on the BOSS Best Places to work list. Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you
