Senior - Customer Solutions Specialist (Adelaide)

The role

You will support clients and advisers via phone, email, and online chat. You will manage product and service enquiries, solve complex problems, and build knowledge of the Netwealth platform.

What you will do

• Support clients and advisers across phone, email and online chat
• Manage a broad range of product, service and general enquiries
• Take ownership of more complex customer enquiries and challenging interactions
• Investigate issues, problem-solve and find practical solutions
• Provide accurate, timely and high-quality information
• Build deep knowledge of Netwealth’s products, services, processes and platform
• Work closely with teams across Customer Operations, Sales, Product, Technology and Risk & Compliance
• Build strong relationships with clients, advisers and external providers
• Share knowledge and experience with the team
• Help create a customer experience that feels knowledgeable, human and genuinely helpful

Required qualifications

• Strong experience in financial services customer service or operations
• Knowledge of superannuation, investments, wealth management or platform administration
• Confidence handling complex enquiries and working through problems to find the right solution
• The ability to quickly learn and apply detailed product and process knowledge
• Excellent written and verbal communication skills
• Strong attention to detail and the ability to manage competing priorities
• A calm, professional and empathetic approach when conversations become challenging
• A natural willingness to share knowledge and support others
• Curiosity, initiative and a genuine desire to keep learning and improving

Nice to have

• RG146 accreditation, or a willingness to obtain it

Benefits

• Paid parental leave
• Fully funded school holiday program
• CU Health (virtual healthcare)
• Income protection
• Flu shots
• Wellness weeks
• Retail discounts
• Financial wellbeing services
• Social events, trivia nights, and corporate sports
• Employee Resource Groups: LGBTQIA+, DAWN, Culture Group and Carers Group
• Paid volunteering and Netwealth Impact Group

About the company

Netwealth is an innovative FinTech business that provides an award-winning platform for advisers and investors. The company values authenticity, agility, and collaboration.