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About the Role
Investor Support Officers provide professional customer service via email and phone to market participants, listed entities, issuers, and retail investors. This role is crucial for supporting the new Electronic CHESS Statements rollout and contributing to how ASX engages with and supports retail investors, thereby maintaining ASX's reputation and brand.
Responsibilities
- Manage incoming calls and cases to the ASX Investor Support team, delivering high-quality customer service.
- Act as the voice of investors internally by driving focus to investor outcomes during incidents.
- Ensure complaints and feedback are managed according to ASX policy and procedures.
- Support ASX feedback awareness and education internally, promoting a more effective feedback culture.
- Provide customer engagement insights and suggest process improvements to enhance the customer journey.
- Uphold a focus on risk management in accordance with ASX risk frameworks and expectations.
- Maintain stakeholder relationships with internal teams and customers.
- Maintain CRM (Salesforce & ServiceNow) data integrity.
- Ensure the team knowledge base is up-to-date and relevant.
- Facilitate external communication/notice publication workflows.
Requirements
- 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.
- 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, PowerPoint, Excel, Outlook).
- Strong written and verbal communication skills, including de-escalation skills.
- A strong customer-centric work ethic; empathy is an advantage.
- Ability to grasp key concepts quickly.
- Process-based thinking.
- Detail orientation.
- Organization 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.
- Legally authorized to work in Australia on a permanent basis without restrictions.
Skills
- Customer service
- Communication skills
- De-escalation skills
- Customer-centric work ethic
- Empathy
- Process thinking
- Detail orientation
- Organization
- Time management
- Continuous improvement
- Computer literacy
- CRM platform literacy
- Salesforce
- ServiceNow
- Collaborative working style
- Knowledge sharing
Location
- Australia
Work Type
- Hybrid working options
- Full-time
- Part-time
- Flexible working arrangements
Experience Level
- Front-line contact centre or support role experience
- Experience handling customer complaints
- Experience working in a team
- Experience within an exchange and/or trading environment
- Demonstrated ability to work unsupervised
About the Company
- ASX powers Australia's financial markets, enabling a stronger economic future by providing a fair and dynamic marketplace.
- ASX is a leading global securities exchange, known as a trusted market operator and an exciting data hub.
- The ASX team comprises talented individuals from diverse disciplines, running critical market infrastructure with a significant portion in technology.
- ASX fosters a workplace where diversity is celebrated and inclusion is integral to the culture.
- Employee-led networks champion LGBTIQ+ inclusion, gender equality, accessibility, wellbeing, and cultural events.
- ASX is an AWEI Bronze employer and a member of the Champions of Change Coalition for gender equality.
- ASX supports flexible working and offers hybrid working options.
Equal Opportunity
- 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 careers@asx.com.au.
- 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.