Investor Support Officer - (12 Month Max Term Contract)

ASX: Powering Australia's financial markets

Why join the ASX?

When you join ASX, you’re joining a company with a strong purpose – to power a stronger economic future by enabling a fair and dynamic marketplace for all.

In your new role, you’ll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.

Want to know why we are a great place to work, click on the link to learn more.

We are more than a securities exchange!

The ASX team brings together talented people from a diverse range of disciplines.

We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.

We’re proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ+ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we’re committed to a fair and inclusive workplace where everyone can thrive.

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 new Electronic CHESS Statements rollout.

This opportunity will allow you to contribute to how ASX engage with and support retail investors. The team’s function is vitally important to maintaining ASX’s reputation and brand across Australian financial markets.

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.

If you need any adjustments during the application or interview process to help you present your best self, please let us know at View email address on decentrajobs.com.

At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements.

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.