Early Resolution Specialist – Customer Care & Compliance

Alt; Melbourne; Hybrid; AUD 75,000 - 110,000; Full time

Benefits offered by this job

Family-friendly support

Wellness perks

A vibrant culture

Employee Resource Groups

Community Impact

Job summary

Netwealth in Australia is seeking a remediation-focused specialist to resolve customer complaints early and fairly. You will own queries from the outset, often resolving within five days, working with internal teams to ensure fair, compliant outcomes and contributing to ongoing service improvements.

You will operate in a fast-paced, regulated environment with a supportive team, balancing empathy with compliance and turning difficult situations into positive customer experiences.

Qualifications

• 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.

Responsibilities

• Resolve customer complaints early, fairly and efficiently.
• Take ownership of customer queries at the earliest stage, aiming to resolve matters often within five days.
• Investigate issues with internal teams and deliver outcomes that are fair, consistent and regulatory-aligned.
• Identify patterns and trends to help the business learn and continuously improve.

Skills

Complaints handling

Dispute resolution

Remediation

Financial services

ASIC RG 271 knowledge

Communication

Job description

Netwealth in Australia is seeking a remediation-focused specialist to resolve customer complaints early and fairly. You will own queries from the outset, often resolving within five days, working with internal teams to ensure fair, compliant outcomes and contributing to ongoing service improvements.

You will operate in a fast-paced, regulated environment with a supportive team, balancing empathy with compliance and turning difficult situations into positive customer experiences.