Investor Services Officer - Claims & Estates

Alt; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible hybrid work model

Office spaces across Australia

Daily breakfast in Melbourne

Wellbeing and health benefits

Job summary

Netwealth is seeking an Investor Services Officer in Melbourne to support the Claims & Estates team. You will handle death and estate claims, insurance claims, and account updates on the Netwealth platform, balancing accuracy with customer-focused outcomes.

The role emphasizes risk controls, regulatory compliance and high-quality service to advisers and clients, with a collaborative, process-driven environment and a strong human element.

Qualifications

• Experience in claims and estates is essential.
• Experience in operations, administration or processing environment.
• Ability to manage competing priorities without compromising quality.

Responsibilities

• Assist administration of death and estate claims.
• Process insurance claims and applications.
• Handle permanent incapacity and financial hardship requests.
• Update member accounts on the Netwealth platform.
• Investigate requests and resolve operational issues.
• Apply policies and internal controls to reach the right outcomes.
• Communicate clearly with advisers, clients and internal stakeholders.
• Identify process improvements to enhance customer experience.

Skills

Attention to detail

Analytical thinking

Communication skills

Problem solving

Learn new systems

Collaborative

Customer service experience

Job description

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

As an Investor Services Officer within our Claims & Estates team, you’ll help support the administration of death claims, insurance claims and applications, permanent incapacity requests, financial hardship requests and other updates to member accounts on the Netwealth platform.

The broader Customer Operations team is focused on providing reliable, high-quality service to Netwealth advisers and clients, with a strong emphasis on accuracy, efficiency and continuous improvement.

Behind every claim, application or account update is a person navigating an important life event.

Experience in claims and estates is essential for this role.

We are seeking candidates with a strong background along with hands‑on experience managing complex matters.

The work is detailed and process‑driven, but it also involves a significant human element.

You’ll be responsible for delivering accurate, timely and high-quality outcomes while balancing customer needs, risk, internal controls and regulatory requirements.

You’ll investigate requests, work through documentation and exceptions, and help ensure each matter is progressed with the care and attention it deserves.

What you’ll be doing

You’ll support the administration of matters including:

• Death and estate claims
• Insurance claims and insurance applications
• Permanent incapacity requests
• Financial hardship requests
• Updates to member accounts on the Netwealth platform
• Processing investment and superannuation administration activities accurately and efficiently
• Investigating and resolving operational issues and exceptions, escalating where appropriate
• Applying policies, procedures, business rules and internal controls to reach the right outcome
• Communicating clearly with advisers, clients and internal stakeholders
• Identifying opportunities to improve processes and create better experiences for our customers

You’ll have

Strong, demonstrated experience in claims and estates.

Alongside this, you’ll bring:

• Experience managing complex, sensitive or detailed claims and estate matters
• Experience in operations, administration, customer service or a processing environment
• Exceptional attention to detail and strong organisational skills
• The ability to manage competing priorities without compromising quality
• Strong analytical and problem‑solving skills
• Confidence applying policies, procedures and business rules
• Clear and professional communication skills
• An accountable, collaborative and solutions‑focused approach
• The ability to learn new systems, products and processes quickly
• A genuine commitment to delivering positive outcomes for customers and stakeholders

Even better if you have

Experience within financial services, superannuation, investments, banking or another regulated environment would be highly regarded.

Knowledge of investment or superannuation administration, or experience working in a high‑volume, service‑level or risk‑controlled environment, would also be beneficial.

Why this role?

You’ll be working on matters that can have a real impact on members and their families, while building valuable experience across superannuation, insurance, claims and complex account administration.

You’ll join a collaborative team where you can develop your technical capability, share knowledge, contribute ideas and look for better ways of doing things.

Success is measured across quality and productivity, customer and stakeholder outcomes, technical development, risk and compliance, continuous improvement and contribution to the team.

If you have strong claims and estates experience and you’re detail‑focused, curious, accountable and motivated by getting the right outcome, 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.

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 [e-mail]