Customer Service Representative

Crypto Pro Network; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Melbourne CBD office

Breakfast provided

End-of-trip amenities

Job summary

Netwealth in Melbourne is seeking a Customer Service Representative to be the first point of contact for advisers and clients, delivering timely and accurate solutions across phone, email and online chat. You’ll resolve product and service enquiries, build knowledge of Netwealth’s offerings and collaborate with Operations, Sales, Product, Technology and Risk & Compliance to maintain high-quality outcomes.

This hybrid role offers growth within a ASX-listed financial services organisation and a

Qualifications

• Customer service experience in financial services is valuable.
• Strong written and verbal communication skills are essential.
• Ability to stay calm, think clearly and solve problems under pressure.

Responsibilities

• Support advisers and clients via phone, email and online chat.
• Resolve product, platform and service enquiries.
• Investigate issues and provide practical solutions.
• Build strong knowledge of Netwealth’s products and services.
• Collaborate with Operations, Sales, Product, Technology and Risk & Compliance teams.
• Maintain accurate records and ensure high-quality customer outcomes.
• Contribute to continuous improvement and help optimise processes.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Attention to detail

Organisational skills

Financial services experience

Education

RG146 qualification (advantageous)

Job description

The opportunity

Some people are at their best when helping others through a challenging moment.

They stay calm when things get busy. They listen before they speak. They genuinely care about finding the right solution and creating a positive experience, even when a customer is frustrated, confused or simply needs a little extra support.

If that sounds like you, we’d love to hear from you!

At Netwealth, our Customer Service Representatives are often the first point of contact for advisers and clients.

They’re trusted problem solvers, relationship builders and brand ambassadors who play a critical role in delivering the exceptional service experience Netwealth is known for.

This role supports advisers and clients across phone, email and online chat, helping them navigate our platform, products and services while providing timely and accurate solutions.

We’re looking for someone who combines resilience with empathy. Someone who can confidently manage high volumes of enquiries, adapt to changing priorities and remain calm under pressure, while never losing sight of the person on the other end of the conversation.

You’ll thrive in this role if you:

• Genuinely enjoy helping people and finding solutions
• Stay composed and professional during challenging customer interactions
• Have a warm, approachable and positive communication style
• Listen actively and ask thoughtful questions to understand customer needs
• Can balance empathy with efficiency
• Are curious, eager to learn and excited to build product knowledge
• Take ownership, follow through on commitments and work well as part of a team
• Bring a growth mindset and see challenges as opportunities to learn and improve

What you’ll be doing

As part of the team, you’ll:

• Support advisers and clients via phone, email and online chat
• Resolve product, platform and service enquiries
• Investigate issues and provide practical solutions
• Build strong knowledge of Netwealth’s products and services
• Work closely with teams across Operations, Sales, Product, Technology and Risk & Compliance
• Maintain accurate records and ensure high-quality customer outcomes
• Contribute to continuous improvement and help make great processes even better

What you’ll bring

• Previous customer service experience (financial services/platform experience is highly regarded)
• Exceptional verbal and written communication skills
• Strong problem‑solving abilities and attention to detail
• The ability to remain calm and solution‑focused in demanding situations
• Strong organisational skills and the ability to manage competing priorities
• Experience in financial services, wealth management, superannuation or investments will be highly regarded
• RG146 qualification (or willingness to obtain) is advantageous

Ready to make a difference?

If you’re someone who gets satisfaction from turning a customer’s difficult day into a positive experience, enjoys solving problems and wants to build a career with a growing ASX‑listed financial services organisation, we’d love to hear from you.

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.

Benefits

• 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 requirement, we still encourage you to apply. Research shows people often hesitate unless they tick every box. We value potential and passion just as much.

Apply now and help us shape a brighter financial future!