Support & Solutions Officer - Service

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:

We are looking for an experienced Support & Solutions Officer to join our team. At Netwealth, you will be part of a growing and talented group of agile and curious people who work together to achieve phenomenal outcomes for our customers. The primary purpose of the Support & Solutions Officer is to be the front line of support for customers, predominantly clients and advisers. The incumbent will receive inbound telephone calls, emails and web chats in relation to products, services and general enquiries. The incumbent will handle a high volume of queries and create a positive experience for each customer. Addressing all questions, providing accurate and efficient responses and documenting and escalating to the Team Leader where necessary.

You will:

• Stay abreast of any product, process, regulatory or legislative changes
• Participate in multiple simultaneous projects with overlapping priorities
• Provide a high level of service to internal stakeholders including the Sales team and Investment Operations
• Demonstrate a professional, friendly and helpful attitude
• Take pride in talking to customers and helping people
• Have strong IT skills with an ability to pick up new systems quickly
• Possess an open mind and have a flexible attitude
• Demonstrate excellent communication skills (written and verbal, including telephone manner)

You have:

• 2 years minimum in the financial services industry
• Relevant exposure to chat functions and contact centre experience
• A collaborative and consultative communication style
• Strong customer focus
• Sound decision making abilities
• Enthusiasm for innovation and continuous improvement
• Strong drive for results & quality
• Strong ability to work effectively with team members to accomplish goals; respects the needs of others and displays integrity in dealing with team members

You are:

• An excellent communicator both verbal and written
• A sound problem solver with strong analytical skills
• Well organised
• Agile and adaptable to change
• Enthusiastic
• Helpful and results driven

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