Support & Solutions Officer

The primary responsibilities of a Support & Solutions Officer at Netwealth include providing high levels of customer support to clients and advisers via phone calls, emails, and web chats. This role involves addressing inquiries related to our products and services, handling a high volume of queries, documenting customer interactions, and escalating issues to the Team Leader as necessary. Ultimately, the goal is to deliver exceptional service while upholding the company’s professional standards.

To apply for the Support & Solutions Officer position at Netwealth, candidates should possess strong analytical skills and a high level of customer relations experience. A consultative communication style and a commitment to service excellence are crucial. Demonstrated ability to collaborate with teams and an understanding of product and regulatory changes will also be beneficial for this role.

Netwealth actively invests in the growth of its employees, including Support & Solutions Officers, by providing access to further education and diverse training opportunities. The company encourages internal mobility, evidenced by the fact that 32% of job openings were filled by internal candidates in 2023. This commitment creates a supportive environment where employees can continuously develop their skills and advance their careers.

A typical workday for a Support & Solutions Officer at Netwealth involves handling incoming customer inquiries through various channels, including phone, email, and chat. Officers prioritize service delivery within designated timeframes while managing multiple projects with overlapping priorities. They also stay updated on product and process changes and collaborate with the Sales team and Investment Operations to ensure a seamless customer experience.

Support & Solutions Officers at Netwealth can expect a flexible and adaptive hybrid working environment. The company encourages a healthy work-life balance with a requirement of just four days in-office biweekly, along with modern facilities and wellness programs. The inclusive and diverse culture at Netwealth promotes employee engagement through various social activities and corporate events.

In high-pressure situations, prioritizing tasks and maintaining composure is essential. I would assess urgent requests, communicate effectively with the customer, and provide them with timely updates. I focus on ensuring the customer feels heard and valued, ultimately leading to better resolutions.

Certainly! I encountered a situation where a client was frustrated due to a delayed response on their inquiry. I took the initiative to listen actively, empathize with their concerns, and worked quickly to resolve the issue. By keeping the client informed throughout the process, I was able to turn their frustration into satisfaction.

To stay updated on product knowledge, I regularly attend training sessions and workshops provided by the company. I also engage with the product updates through internal newsletters and collaborate with team members, fostering a culture of knowledge sharing.

I prioritize tasks by assessing their urgency and impact on the customer experience. I create a structured to-do list and focus on addressing time-sensitive queries first. This helps maintain organization while ensuring that all customer needs are met effectively.

Building lasting relationships with clients hinges on trust and effective communication. I ensure to remain accessible, listen to their needs attentively, and respond promptly. Consistently following up and being proactive about their concerns also fosters positive and long-term relationships.

Adapting to changes in processes or regulations requires a proactive mindset. I stay informed about changes through continuous learning and engage with my team to discuss implications. This collaborative approach helps me adapt quickly and share insights with clients.

In my previous role, I worked closely with the sales team to address client feedback. By sharing insights from my customer interactions, we developed a new strategy to improve the onboarding process, which significantly enhanced customer satisfaction. This collaboration underscored the value of teamwork in delivering results.

Key qualities for a Support & Solutions Officer include excellent communication skills, a friendly attitude, strong problem-solving abilities, and the capacity to empathize with clients. Additionally, being detail-oriented and adaptable to changing circumstances is crucial for providing exceptional service.

To ensure accuracy and efficiency in responding to customer inquiries, I utilize available resources and tools, cross-reference information, and follow established protocols. I also practice active listening to fully understand the customer's issue before providing solutions, reducing the need for multiple back-and-forth communications.

I find motivation in helping others and making their experiences better. Seeing customers satisfied after resolving their issues inspires me to continue improving my skills and knowledge in customer support. Additionally, being part of a collaborative team environment fuels my desire to excel.