Job Description

Customer Wealth Associate

[12-Month Fixed-Term Contract | 38 hours per week | $85-$95k + super - Sydney based]

We're partnering with a fast-growing fintech on a mission to make wealth creation more accessible for everyday Australians and New Zealanders. With over one million customers and a rapidly expanding product suite spanning investing, savings, retirement and insurance, they're redefining how people build long-term financial wellbeing.

About the role

You'll be the trusted voice behind the platform, helping customers understand products, resolve issues and get the most from their investing experience.

• Support customers across investing, savings, retirement and insurance products
• Deliver high-quality customer service through both written and phone-based interactions
• Help customers navigate onboarding, account management, compliance and operational processes
• Manage customer enquiries, escalations and complaints with empathy and professionalism
• Contribute to continuous improvement initiatives, including the use of AI to enhance customer experiences

What you'll be doing

• Responding to customer enquiries via email, phone and digital channels
• Assisting customers with account setup, identity verification and share transfers
• Resolving complex customer issues and complaints in a regulated environment
• Collaborating with internal teams to provide customer insights and improve processes
• Supporting product, operational and customer experience initiatives across the business

What we're looking for

• 3-5 years of experience in customer operations, customer support, client services or a similar customer-facing role
• Experience working within a regulated industry such as fintech, banking, wealth management, superannuation or insurance
• Exceptional written and verbal communication skills with the ability to simplify complex information
• Proven experience handling customer escalations and difficult conversations
• Comfortable using technology and AI tools to improve efficiency and customer outcomes

Why this opportunity?

• Join one of the most exciting and purpose-driven fintech businesses in the market
• Work with a collaborative, high-performing team that genuinely values customer experience
• Gain exposure to a broad range of wealth and investment products
• Enjoy flexible working arrangements and a strong people-first culture

For a confidential discussion, please contact:

Ana Macedo
ana@theonset.com.au