Selfwealth | Customer Advocate

vor 1 Woche

Melbourne, Österreich Tideri Jobbörse Vollzeit

Contract/Temp
Selfwealth is a leading online investment platform that empowers individual investors by providing them with access to a wide range of financial tools, resources, and a vibrant community to make informed investment decisions.
As an innovative fintech company, we aim to revolutionise the way people invest in the Australian market, fostering a transparent and collaborative environment for all our users.

What you'll do
As a Customer Advocate, you'll deliver exceptional customer experiences, foster a customer-first culture, and provide expert support in onboarding, account maintenance, and stock transfers.
For the next 6 months, you'll be primarily focused on resolving inquiries and fostering a positive customer experience.
The successful candidate may be required to work over the end of year period.
This fixed-term full-time contract is for the duration of 6 months.

Key responsibilities
Customer Advocacy and Services
Provide support to Selfwealth customers and advisers for all their needs.
Build and maintain strong relationships with customers through effective communication and support, ensuring high levels of customer satisfaction and retention.
Champion customer-centric initiatives throughout the organisation to prioritise customer satisfaction and loyalty.
Collaborate with relevant stakeholders to resolve any issues that may arise and advocate for customer-centric solutions to prevent future occurrences.
Customer and Adviser Administration
Responsible for the day-to-day processing of tickets regarding onboarding, ongoing account maintenance, and stock transfers from other brokers.
Ensure Service Level Agreements and key quality metrics are met.
Facilitates the transferring of stocks from other brokers, including issuer-sponsored shares, and completes HIN transfers.
Compliance and Risk
Ensures compliance with regulatory requirements and internal policies regarding customer information confidentiality.
Identifies, escalates, and resolves complaints, high-risk transactions, and incidents promptly.
Conduct regular audits and assessments to identify potential compliance risks and implement corrective measures as needed.
Work closely with the compliance team to stay abreast of regulatory changes and ensure processes remain compliant.
Assist in the development and implementation of risk management strategies to mitigate operational and compliance risks.
What success looks like
Success for a Customer Advocate lies in the seamless delivery of exceptional customer service, including completion of daily tasks such as onboarding, account maintenance, and stock transfers, alongside vigilant oversight of compliance and risk in line with service levels and quality goals.

Experience
Minimum 2 years of experience in day-to-day customer facing or operations roles such as onboarding, account maintenance, and stock transfers.
Proven track record of ensuring compliance for customers within financial services or wealth management platforms.
Facilitation of stock transfers and completion of HIN transfers.
Knowledge of regulatory requirements and confidentiality policies for customer information.
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