Investor Support Specialist – Hybrid/Remote

ASX; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working options

Job summary

ASX is seeking an Investor Support Officer to provide a professional service to a range of customers, including market participants, listed entities, issuers and retail investors. You will handle inquiries by email and phone, promote the feedback culture, and support the upcoming Electronic CHESS Statements rollout.

The role focuses on delivering high-quality investor support, maintaining data integrity in CRM systems, and collaborating with internal teams to improve the investor journey.

Qualifications

• Experience in a front-line contact centre or support role.
• Strong customer experience ethos.
• Exposure to CRM platforms such as Salesforce or ServiceNow.

Responsibilities

• Manage incoming calls and cases delivering high quality customer service.
• Be the voice of investors internally by driving focus to investor outcomes during incidents.
• Ensure complaints/feedback are managed according to ASX policy and procedures.
• Support ASX feedback awareness and education internally, promoting a more effective feedback culture.
• Voice customer engagement insight and suggest process improvements to enhance the customer journey.
• Uphold a focus on risk management in accordance with ASX risk frameworks.
• Maintain wider stakeholder relationships with internal teams and customers.
• Maintain CRM (Salesforce & ServiceNow) data integrity.
• Ensure team knowledge base is up-to-date and relevant.
• Facilitate external communication/notice publication workflows.

Skills

Customer service

Communication skills

De-escalation

Tools

Salesforce

ServiceNow

Job description

ASX is seeking an Investor Support Officer to provide a professional service to a range of customers, including market participants, listed entities, issuers and retail investors. You will handle inquiries by email and phone, promote the feedback culture, and support the upcoming Electronic CHESS Statements rollout.

The role focuses on delivering high-quality investor support, maintaining data integrity in CRM systems, and collaborating with internal teams to improve the investor journey.