Compliance Officer

Position Overview

Compliance is a key function that ensures CoinJar meets its regulatory requirements whilst enabling the business to achieve its strategic objectives and fostering best customer outcomes. As we continue to expand our cryptocurrency business, we're looking for a dedicated Compliance Officer who is passionate about identifying, managing and mitigating compliance risks, whilst working with the wider business on solutions to strengthen CoinJar’s regulatory framework and to ensure adherence to evolving regulations.

Your Role in the Team

We are seeking a Compliance Officer to join our Compliance team in a newly created position that sits at the heart of the second line compliance function. This role represents an excellent opportunity for a compliance professional with 2+ years of financial services experience to develop specialised expertise in complaints management, internal dispute resolution, and regulatory conduct obligations while contributing to the broader compliance framework.

Reporting to the Compliance Manager - Monitoring & Assurance, you will be responsible for the operational management of our Internal Dispute Resolution framework, AFCA membership obligations, complaints handling processes, and assisting with our compliance monitoring and assurance framework. You will serve as the organisation's subject matter expert on RG 271 requirements and AFCA processes, ensuring that we meet our regulatory obligations while delivering fair and timely outcomes for clients who raise concerns or complaints.

This is a hands-on role that combines specialised responsibility for IDR and complaints management with broader support for compliance monitoring and assurance activities. You will work closely with Customer Support teams who handle initial complaint capture, with FinCrime Operations teams who may escalate complex matters requiring compliance input, and with the Compliance Manager and Head of Compliance on strategic compliance initiatives and projects.

You will play an important role in identifying systemic issues or trends emerging from complaints data, ensuring that lessons learned from individual complaints are used to drive improvements in products, processes, and client communications. Your work will directly contribute to maintaining the organisation's reputation for fair dealing and client-focused conduct.

What You'll Do

Internal Dispute Resolution Framework Management

·       You will be responsible for the operational management of our Internal Dispute Resolution framework in accordance with ASIC Regulatory Guide 271 and our AFSL obligations. This includes ensuring that our IDR processes meet regulatory requirements for accessibility, fairness, efficiency, and transparency, and that we handle complaints in accordance with prescribed timeframes and procedural standards.

·       You will oversee the IDR process from initial complaint identification through to final resolution, ensuring that each complaint is acknowledged promptly, investigated thoroughly, and resolved fairly. You will review how complaints are categorised and escalated from Customer Support to formal IDR, ensuring that matters requiring IDR treatment are identified correctly and handled through the appropriate process.

·       You will manage the investigation of IDR complaints, coordinating with relevant business areas to gather information, assess the merits of complaints, and determine appropriate outcomes. This includes reviewing account records, transaction histories, communications with clients, and relevant policies and procedures to understand what occurred and whether the organisation has met its obligations to the client.

·       You will prepare or oversee the preparation of IDR response letters, ensuring that responses explain the investigation undertaken, set out findings clearly, provide reasons for decisions made, and inform complainants of their rights to escalate to AFCA if they remain dissatisfied. You will ensure that IDR responses are clear, fair, and comply with regulatory requirements while appropriately managing the organisation's risk exposure.

·       You will monitor compliance with RG 271 timeframes, including the requirement to provide IDR responses within 30 days (or notify the complainant if more time is needed) and the overall requirement to complete IDR within 45 days. You will track IDR complaints through to completion, escalating delays or resource constraints that may impact our ability to meet regulatory timeframes.

AFCA Membership Management and Case Handling

·       You will serve as the organisation's primary point of contact with the Australian Financial Complaints Authority, managing all aspects of our AFCA membership and case handling obligations. This includes maintaining current knowledge of AFCA rules, operational guidelines, and case handling requirements, and ensuring that the organisation responds to AFCA cases in accordance with these requirements.

·       When complaints are escalated to AFCA, you will coordinate the organisation's response, working with relevant business areas to gather information, prepare submissions, and ensure that AFCA receives complete and timely information to facilitate case resolution. You will prepare initial response documents setting out the organisation's position on disputed matters, compile supporting evidence including account records and communications, and draft submissions that respond to AFCA's preliminary views or information requests.

·       You will liaise with AFCA case managers throughout the case handling process, responding to requests for information, participating in conciliation conferences where appropriate, and ensuring that the organisation engages constructively with AFCA's dispute resolution process. You will manage cases through to resolution, whether through negotiated settlement, AFCA determination, or withdrawal, and will ensure that any obligations arising from AFCA outcomes are implemented promptly.

·       You will maintain accurate records of all AFCA cases in our case management system, tracking case status, key milestones, outcomes, and any compensation or remediation provided. You will monitor trends in AFCA complaints, identifying common themes, product issues, or process failures that may indicate systemic problems requiring management attention.

Complaints Management, Classification, and Reporting

·       You will manage the end-to-end complaints handling process, working closely with Customer Support teams to ensure appropriate complaint identification, classification, escalation, and resolution. This includes providing guidance to front-line teams on what constitutes a complaint under ASIC and AFCA definitions, ensuring that expressions of dissatisfaction are recognised and handled appropriately rather than being dismissed as inquiries or feedback.

·       You will classify complaints correctly according to regulatory categories, distinguishing between AFCA-reportable complaints and matters that fall outside AFCA's jurisdiction. You will apply the definitions set out in ASIC regulations and AFCA rules to ensure that complaints are categorised accurately, as this classification determines reporting obligations and regulatory oversight.

·       You will assess complaint severity and systemic risk implications, identifying complaints that may indicate broader issues with products, processes, or client communications. When complaints reveal potential systemic problems, you will escalate to the Compliance Manager and relevant business owners, ensuring that root causes are investigated and appropriate remediation or process improvements are implemented.

·       You will maintain the organisation's complaints register, ensuring that all complaints are recorded with sufficient detail to enable analysis, trend identification, and regulatory reporting. Your complaints register will capture key information including complaint nature, product or service involved, complaint outcome, resolution timeframe, compensation provided, and whether the complaint was escalated to AFCA.

Compliance Framework Implementation Support

·       You will provide practical, hands-on support to the Compliance Manager and Head of Compliance in implementing and maintaining our compliance framework. This includes assisting in the compliance monitoring and control testing activities as directed by the Compliance Manager, supporting the delivery of the compliance monitoring plan, conducting sample-based testing of compliance controls, such as reviewing customer files to assess CDD compliance, testing transaction monitoring alert handling to assess investigation quality, or reviewing financial promotions to verify compliance with disclosure requirements.

·       You will document testing outcomes systematically, recording compliance findings, identifying control gaps or weaknesses, and making recommendations for remediation or improvement. You will follow up on remediation commitments, verifying that agreed actions have been implemented effectively and that controls have been strengthened as intended.

·       You will assist with compliance communications and awareness-building activities, helping to educate business teams on complaints handling obligations, conduct requirements, and regulatory expectations. You will contribute to the development of training materials, participate in training delivery where appropriate, and serve as a resource for business teams seeking guidance on complaints-related matters.

·       You will participate in compliance working groups and project teams, contributing to initiatives such as regulatory change implementation, system enhancements, or process improvement projects. You will bring a practical perspective informed by your day-to-day experience with complaints and disputes, ensuring that compliance initiatives are designed in ways that work effectively in operational contexts.

What You Will Need

Experience and Professional Background

·       You will bring a minimum of 2 years of experience in a compliance, risk, legal, or customer operations role within financial services, with exposure to regulatory frameworks and financial services obligations. Demonstrated experience with complaints handling, dispute resolution, or regulatory reporting will be highly valued and will position you for immediate effectiveness in this role.

·       Experience working in FinTech organisations, digital asset businesses, payment services, or other innovative financial services companies will be advantageous, as will experience in client-facing roles that have given you direct insight into customer concerns and expectations. Any exposure to AML/CTF obligations, transaction monitoring, or financial crime compliance will complement your complaints handling responsibilities and support your broader contributions to the compliance team.

Regulatory Knowledge

·       You will possess knowledge of ASIC Regulatory Guide 271 on Internal Dispute Resolution, including requirements for IDR process design, complaint handling timeframes, response requirements, and record-keeping obligations. You will understand AFCA's role, jurisdiction, and case handling processes, including how complaints are escalated to AFCA, what information AFCA requires, and how AFCA's dispute resolution process operates.

·       You will have understanding of AFSL conduct obligations, including requirements for fair treatment of clients, appropriate disclosure of product features and risks, effective conflicts of interest management, and timely response to client concerns. Knowledge of consumer protection principles, fair dealing obligations, and regulatory expectations for financial services providers will inform your approach to complaints assessment and resolution.

·       Familiarity with AML/CTF obligations, particularly as they relate to customer identification, transaction monitoring, and regulatory reporting, will be beneficial given the integrated nature of compliance functions within the organisation. Understanding of emerging regulatory requirements for digital assets and electronic money services will position you to contribute effectively as these regulatory frameworks develop.

Complaints Handling and Investigation Skills

·       You will demonstrate strong capabilities in complaints assessment and investigation, with the ability to review complaint circumstances objectively, gather relevant information from multiple sources, assess the merits of complaints fairly, and reach reasonable conclusions about appropriate outcomes. You will be able to balance client advocacy with realistic assessment of the organisation's obligations and risk exposure.

·       You will understand how to conduct effective complaint investigations, including what information needs to be gathered, how to interview stakeholders or obtain written explanations, how to review documentary evidence such as account records or communication logs, and how to document investigation findings clearly. You will be able to identify when matters require escalation for legal review or when external advice may be appropriate.

·       You will be skilled at negotiating complaint resolutions, finding solutions that address client concerns fairly while managing the organisation's risk exposure appropriately. You will understand when compensation or remediation may be appropriate, how to assess quantum of loss or detriment, and how to structure settlement proposals that achieve fair outcomes.

Communication and Interpersonal Skills

·       You will possess strong written communication skills, demonstrated through ability to prepare clear, professional correspondence including IDR response letters, AFCA submissions, complaint summaries, and regulatory reports. You will be able to explain complex matters in plain language, set out reasoning clearly, and write in a tone that is professional yet empathetic to client concerns.

·       Your verbal communication skills will enable you to engage effectively with complainants, explaining processes and outcomes clearly while managing expectations appropriately. You will be able to handle difficult conversations with clients who may be frustrated or upset, maintaining professionalism while demonstrating empathy and commitment to fair resolution.

·       You will demonstrate strong stakeholder management capabilities, working effectively with Customer Support teams who escalate complaints, FinCrime Operations teams who may be involved in complaint circumstances, business units whose activities are subject to complaint, and external parties including AFCA case managers and regulators. You will be diplomatic, collaborative, and effective at coordinating across organisational boundaries.

Analytical and Organisational Capabilities

·       You will possess solid analytical skills, enabling you to review complaint data, identify trends and patterns, assess systemic risk implications, and draw meaningful insights from qualitative and quantitative information.

·       You will be able to move between detailed case-by-case assessment and higher-level analysis of complaint themes and trends.

·       You will be highly organised, capable of managing multiple complaints simultaneously at different stages of the complaints lifecycle while ensuring that regulatory timeframes are met and that no matters fall through the cracks.

Personal Attributes and Working Style

·       You will approach your work with empathy and client focus, recognising that complainants often feel frustrated or let down and that effective complaints handling requires both procedural fairness and human understanding. You will be committed to achieving fair outcomes for clients while managing the organisation's regulatory obligations and risk exposure responsibly.

·       You will be capable of working independently and taking initiative, recognising when matters require escalation but being confident in managing straightforward complaints through to resolution without requiring constant oversight.

Qualifications

·       A Bachelor's degree in Commerce, Law, Finance, Business, or a related field is required. Familiarity with complaint management systems, case tracking tools, or regulatory reporting platforms will be advantageous and will accelerate your effectiveness in the role.

How We Work

·       We take a thoughtful approach to our ways of working, recognising that effective compliance requires both collaboration with colleagues and focused time for detailed analytical work.

·       You will deliver at pace, recognising that regulatory timeframes for IDR and AFCA case

handling are firm requirements that must be met consistently.

·       You will take ownership of your responsibilities, managing your complaints caseload proactively, escalating issues or delays appropriately, and following through on commitments to complainants and stakeholders. You will contribute to raising the bar on complaint handling quality, sharing insights from complaints data, suggesting process improvements, and helping to build a culture where complaints are viewed as opportunities to improve rather than problems to be minimised.

• Opportunity to shape compliance practices in a growing crypto business
• Professional development opportunities and continuous on the job training and education
• Flexible working arrangements (hybrid)
• Collaborative and innovative work environment