Investor Support Officers provide a professional level of service through email and telephony to a range of customers including market participants, listed entities, issuers and, in particular, retail investors. They also manage and promote compliance with ASX's Feedback framework across ASX. The Investor Support team responds to varied requests for information, questions on products and services and provides active and timely solutions to customer needs in line with established ASX standards. The purpose of this role is primarily to help the team support the recent Electronic CHESS Statements rollout.
What You'll Do
Manage incoming calls and cases to the ASX Investor Support team delivering high quality customer service to investors and other ASX customers
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 across ASX
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 and expectations
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
What You've Done
Experience in a front‐line contact centre or support role
Demonstrated strong customer experience ethos
Maintained productive relationships with business and second level support team stakeholders
Experience handling customer complaints in accordance with a feedback framework




Exposure to CRM (Customer Relationship Management) platforms
Contributed to process improvements driving better team and customer outcomes
Experience working in a team
And if you've got some of this, even better
Sound knowledge of financial markets, financial intermediaries, the function of an exchange in capital markets including investor access and the process for them to participate
Experience within an exchange and/or trading environment
Understanding of different financial products
Experience using Salesforce and/or ServiceNow platforms
Demonstrated ability to work unsupervised
Experience using Office Suite (Word, Power Point, Excel, Outlook)
What you need to enjoy and be good at for this role
Strong written and verbal communication skills (including de‐escalation skills)
A strong customer‐centric work ethic; empathy an advantage
Ability to grasp key concepts quickly
Process based thinking
Detail orientated
Organisation and time management mindset
An interest in continuous improvement
Computer and CRM platform (e.g. Salesforce & ServiceNow) literacy
Collaborative working style; sharing knowledge and open to new ideas/perspectives
We make hiring decisions based on your skills, capabilities and experience, and how you'll help us to live our values. We encourage you to apply even if you don't meet all the criteria of this role.
We will arrange for successful candidates to have background checks, including reference and police checks, completed as part of the on‐boarding process.
To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.
If you need any adjustments during the application or interview process to help you present your best self, please let us know at .
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📌 Investor Support Officer - (12 Month Max Term Contract) (New South Wales)
🏢 ASX
📍 New South Wales