Investor Services Officer - Onboarding

About Netwealth

Netwealth is more than a company; it is a catalyst for change, inspiring a new perspective on wealth and a brighter future for everyone involved. Our innovative and award-winning wealth management platform reflects our commitment to excellence and cutting-edge technology.

Founded in 1999, Netwealth has grown rapidly, driven by an entrepreneurial spirit that encourages us to challenge the status quo. Our NextGen superannuation and investment technology exemplify our agile and nimble approach, unburdened by bureaucracy, allowing us to adapt quickly to meet the needs of our clients.

At Netwealth, our team is our greatest asset. We are a collective of passionate individuals dedicated to making life better for more Australians. Our values—Curious, Optimistic, Courageous, Collaborative, Agile, and Genuine—are the guiding principles that shape our decisions and define how we present ourselves to the world. Join us in our mission and become part of a team that not only envisions a better future but actively works to create it.

The Opportunity:

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.

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;

• Process requests in accordance with clients meeting all requirements

• Completion and Quality Control of administration tasks as required, accurately and timely ensuring service levels are met;

• Liaise professionally with all external parties and third-party providers, including clients, advisers, insurers, margin lenders, superannuation funds and employers;

• Timely completion of ad-hoc tasks as assigned by your Team Leader, in keeping with your skills, experience and development;

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

• Demonstrated experience and knowledge of the following:

o Super Wrap, internal in-specie transfers and account administration

o Superannuation legislation

o 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