Responsibilities

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 are escalated. 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.

Work Setting

You’ll join a tight‑knit team of six, with real support from your team leader and peers. Structured onboarding with a buddy, call shadowing and ongoing coaching will help you get up to speed quickly. This is a role where you can see the impact of your work daily through better customer outcomes.

Career Pathways

Career pathways into Remediation, Risk & Compliance, Quality or leadership roles.

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.

Bonus Points

- A knack for identifying root causes or improving processes.
- Experience supporting vulnerable customers with empathy and care.

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, Culture Group and Carers Group.
- Community Impact: Paid volunteering and our Netwealth Impact Group.

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📌 Early Resolution Officer (Melbourne)
🏢 Netwealth - See Wealth Differently (ASX:NWL)
📍 Melbourne