Early Resolution Officer

About Netwealth Netwealth isn't just a company. We're shaping the future of wealth in Australia. Our award-winning platform and NextGen technology empower advisers and investors to achieve more, and we're proud to be recognised as one of Australia's most innovative FinTech businesses. Since 1999, we've grown rapidly by challenging the status quo. We move fast, think big, and stay agile. Free from unnecessary bureaucracy so we can deliver smarter solutions for our clients and create real impact. But what truly sets us apart? Our people. We're a team of curious, optimistic and courageous individuals who collaborate to make life better for more Australians. We value authenticity, and agility, and we believe in creating an environment where you can do your best work, grow your career, and feel part of something meaningful. If you're looking for a place where your ideas matter, where innovation is celebrated, and where you can help shape a brighter financial future, join us at Netwealth. The opportunity Are you someone that values being genuine, collaborative and curious? In this role you'll play a key part in resolving customer complaints early, fairly and efficiently. You’ll take ownership of customer queries at the earliest stage, working to understand what’s happened and resolve matters, often within five days, before they escalate. It’s fast-paced, sometimes challenging, but incredibly rewarding when you can turn a difficult situation into a positive experience. You’ll spend your time speaking with customers, investigating issues with internal teams, and delivering outcomes that are fair, consistent and aligned with regulatory requirements. Along the way, you’ll keep a close eye on patterns and trends, helping the business learn and continuously improve. We do the right thing for our customers, support each other, and are always looking for better ways to work. Why this role is a great next step for you - You’ll join a tight-knit team of six, with real support from your Team Leader and peers - Structured onboarding with buddy support, call shadowing and ongoing coaching - This is a role where you can see the impact of your work daily through better customer outcomes - Career pathways into Remediation, Risk & Compliance, Quality or leadership roles This is a role where you’ll balance empathy with compliance, make decisions with sometimes incomplete information, and manage multiple matters at once, but with the backing of a supportive team and a business that values doing things properly. What you'll bring - Experience in complaints handling, dispute resolution, remediation or customer advocacy - Exposure to superannuation or investment products - A background in financial services, superannuation or another regulated environment - Knowledge of ASIC complaint handling (RG 271), or the ability to quickly build this - Strong communication skills and confidence handling sensitive or complex conversations - A proactive, “can-do” mindset with sound judgement and attention to detail Bonus points if you have - A knack for identifying root causes or improving processes - Experience supporting vulnerable customers with empathy and care So, if you’re someone who stays calm under pressure, enjoys solving problems, and takes pride in doing the right thing with empathy and compliance front of mind, you’ll fit right in at Netwealth! Life At Netwealth At Netwealth, we believe a fulfilling career is built on growth, balance, and belonging. Our people are our greatest strength, and we’re committed to supporting you at every stage of life because when you thrive, so do we. We're proud to be recognised as one of Australia's top 5 companies for Career Development (endorsed by WORK180). From further education and diverse training opportunities to strong support for internal mobility. Your career can grow here. Our flexible hybrid model supports balance, with just 4 days in the office each fortnight. When you’re in, you’ll enjoy working from one of our modern, thoughtfully designed spaces across Australia – including our state-of-the-art Melbourne CBD office. All locations feature contemporary facilities to make your day comfortable, and in Melbourne, you’ll also enjoy perks like end-of-trip amenities and daily breakfast to make your commute easier. We offer benefits designed for your wellbeing and personal development, including; - Family-friendly support: Paid parental leave and a fully funded school holiday program - Wellness perks: CU Health (virtual healthcare), income protection, flu shots, wellness weeks, retail discounts and financial wellbeing services - A vibrant culture: social events, trivia nights, and corporate sports - Employee Resource Groups: LGBTQIA+, DAWN (Development and Accelerating Women at Netwealth), Culture Group and Carers Group - Community Impact: Paid volunteering and our Netwealth Impact Group We're proud of our inclusive and diverse workforce and encourage everyone to bring their genuine selves to work. It's one of our core values. We're committed to equity and inclusion through our gender equality, disability, LGBTQIA+, wellbeing and cultural initiatives. And we're certified by WORK180, Family Friendly Workplaces and Great Places to Work. If you're excited by the opportunity but don't meet every requirements, we still encourage you to apply. Research shows people often hesitate unless they tick every box. We value potential and passion just as much. Need adjustments during the recruitment process? Contact us at talent@netwealth.com.au Apply now and help us shape a brighter financial future!