About Netwealth

Netwealth is a fast-growing fintech company, delivering market leading products with an award-winning and innovative wealth management platform. We are on a mission to enable people to see wealth differently and discover a brighter future, not just for our clients, but also for our people.

Founded in 1999, with an entrepreneurial spirit, we are one of the fastest growing wealth management businesses in Australia. With NextGen superannuation and investment technology, we are challenging the status quo. We are agile and nimble, not stifled by bureaucracy.

We are proud of our team of talented people working hard to make life better for more Australian's. Our values are who we are, how we tackle decisions, and how we want the world to see us - Curious, Optimistic, Courageous, Collaborative, Agile and Genuine.

The Opportunity:

Investor Services is responsible for administering Netwealth’s Superannuation, Wrap Services and Global Specialist Series products, and is the primary point of contact for financial advisers, members and investors.

As a key member of the Insurance and Payments team, the Investor Services Officer will primarily be responsible for Death, TPD and Income protection claims utilising their technical expertise and demonstratable experience in a similar role in Claims within the Superannuation and Insurance industry. In addition, the responsibilities of the Investor Services Officer (Redemptions) include accurate and timely completion of several activities to provide a high level of services to internal and external clients.

The incumbent will be a valuable team player, committed to their day-to-day operations, support their team/peers providing excellent service standards, contribute to the development of knowledge and capability, demonstrate high-quality output whilst maintaining high customer satisfaction within the designated service level agreements.

The successful candidate will have the ability and skill to develop and foster close working relationships with key stakeholders within the business, our insurance partner/s and legal representatives. Duties include but are not limited to attending Insurance Decline Review Group (IDRG) meetings, assisting with the preparation of reports for Board/Management, represent Netwealth, interact with 3rd parties and be the subject matter expert of the Death claims processes and procedures whilst being proactive with improving efficiencies and effectiveness in our quest for superior customer service.

The primary responsibility of the Investor Services Officer is:

• Receive and handle inbound and outbound telephone calls and emails, in a professional, accurate and helpful manner;
• Completion and Quality Control of administration tasks as required, accurately and timely ensuring service levels are met;
• Provide a high level of service to internal stakeholders including Netwealth’s Investment Operations and Custody Departments, Sales Team, IT Development Team, Product Team and Risk & Compliance Team;
• Liaise professionally with all external parties and third-party providers, including clients, advisers, insurers, margin lenders, superannuation funds and employers;
• Complete User Acceptance Testing (UAT) for system upgrades, and for any other items that affect Investor Services;
• Timely completion of ad-hoc tasks as assigned by your Team Leader, in keeping with your skills, experience and development;
• Assisting with complex enquiries escalated from peers;
• Provide assistance and training to peers to ensure quality of service and service standards are maintained.

In this role you’ll:

Be part of a growing and talented team of agile and curious people who work together to achieve phenomenal outcomes for our customers. We strive to form teams that represent a variety of backgrounds, perspectives and skills and who share our values of Curious, Courageous, Collaborative, Agile, Genuine and Optimistic.

We’d love to hear from you if you have:

• Demonstrated experience in a similar role where the key focus is Death claims, TPD and Income Protection.
• Demonstrated knowledge of the current SIS legislation requirements for the handling of Death claims and an understanding of how Superannuation Trust Deeds work
• Demonstrated experience in processing of the following items:
  • Super Wrap benefit payments, internal in-specie transfers and account closures
  • Investment Wrap Withdrawals, 3rd party payments and account closures
  • Super Wrap claims (Financial Hardship, DASP, Family Law Splits, Release on Compassionate Grounds, Salary Continuance)
• Proactively engage and communicate to enable a positive member experience across all touch points in the customer journey;
• Exceptional written and oral communication skills including obtaining and then sharing complex or technical information in an accessible manner. In addition, ability to listen with empathy and identify useful information for claims assessment;
• Proven ability to develop, foster and maintain consistent and positive relationships with key stakeholders internally and externally;
• Strong experience in managing multiple conflicting priorities;
• Have a collaborative team focus to achieve team and business goals;
• Ability to identify key issues and proactively find solutions;
• Aptitude to manage self in order to deliver to agreed outcomes and timelines.

Life At Netwealth

At Netwealth, people are our core strength, and we invest in our employees no matter what stage of life they are in. When you're at your best, we're at our best!

We prioritise the growth of our employees, and you'll be able to learn and develop yourself and your career at Netwealth. We provide access to further education and diverse training opportunities, and we actively support internal mobility. 32% of our jobs filled in 2023 were from internal candidates.

We have a flexible and adaptable hybrid working policy with the expectation you'll spend 4 days a fortnight coming into our state-of-the-art office. We're located in the heart of Melbourne's CBD and have all the bells and whistles you would expect - including modern end of trip facilities for your commute to work, and breakfast provided daily.

We have a number of benefits that have been designed with a focus on health and well-being, support and growth. Some of these include:

• Family-friendly workplace, with parental leave and a kid's holiday programme
• Wellness and lifestyle perks including discounted gym memberships, income protection, flu shots, wellness weeks, shopping and retail discounts, access to financial wellbeing services
• We're a social bunch and love to get together regularly, participating in corporate sporting events, games and trivia nights
• Employee Resource Groups - LGBTQIA, Women of Netwealth, Culture Group, Carers Group
• Support for community involvement through volunteering and our Netwealth Impact Group

Apply now!

Here at Netwealth, we support and encourage everyone to bring their genuine selves to work (it’s one of our core values), and we’re proud of our inclusive and diverse workforce. We are committed to this through our gender equality, disability, LGBTQIA+, well-being and cultural initiatives. We are proud to be endorsed and certified by Work180, Family Friendly Workplaces and Great Place to Work.

Are you curious about this opportunity but don't meet every single requirement? Research shows that we don't always apply to jobs we are interested in unless we meet every single qualification. If you are excited about this role but don't tick every box, we encourage you to apply anyway! If you require any reasonable adjustments throughout the recruitment process, please let us know by emailing people@netwealth.com.au