Remediation Officer

Job description

About Netwealth Netwealth isn't just a company. We're shaping the future of wealth in Australia. Our award-winning platform and NextGen technology empower advisers and investors to achieve more, and we're proud to be recognised as one of Australia's most innovative FinTech businesses. Since 1999, we've grown rapidly by challenging the status quo. We move fast, think big, and stay agile. Free from unnecessary bureaucracy so we can deliver smarter solutions for our clients and create real impact. But what truly sets us apart? Our people. We're a team of curious, optimistic and courageous individuals who collaborate to make life better for more Australians. We value authenticity, and agility, and we believe in creating an environment where you can do your best work, grow your career, and feel part of something meaningful. If you're looking for a place where your ideas matter, where innovation is celebrated, and where you can help shape a brighter financial future, join us at Netwealth. The opportunity Sometimes, things don’t go to plan.. A process misfires, a transaction doesn’t land quite right, or a customer experience falls short of what we pride ourselves on. At Netwealth, our Remediation team sits at the heart of Customer Operations, bringing together service delivery, risk, complaints, and operational expertise to ensure we deliver the right outcomes for our customers, every time. We’re looking for a Remediation Officer to join a close-knit team and play a key role in identifying, investigating and resolving errors while keeping customers informed, supported and confident along the way. If you’re someone who thrives in a fast-moving environment where detail matters and no two days look the same, we’re ready to welcome someone who can hit the ground running and make an immediate impact. What you'll be doing You’ll be the person who turns complexity into clarity. The one who takes ownership, prioritises effectively, and ensures customers are never left in the dark. In this role, you will: - Manage your own queue and prioritise cases based on risk and deadlines - Investigate and resolve remediation cases with accuracy and care - Communicate clearly and confidently with customers—both written and over the phone - Work closely with internal teams across operations, risk and product - Identify recurring issues and contribute to ongoing process improvement - Stay across evolving products, processes and regulatory requirements This role is about resolving issues efficiently while delivering a seamless customer experience and avoiding complaints wherever possible. What you'll bring - Experience in financial services (super, investments, wrap platforms or insurance) - Strong attention to detail and a commitment to delivering quality outcomes - Excellent communication skills, with the ability to simplify complex information - A genuine customer-first mindset and passion for service excellence - The ability to juggle competing priorities while maintaining accuracy - Confidence working both independently and collaboratively Nice to have: - Experience in remediation, complaints or operational processing - Familiarity with regulatory frameworks - Exposure to process improvement or change initiatives This isn’t just about fixing errors, it’s about learning, growing and building expertise that opens doors across Netwealth. You’ll benefit from: - Structured onboarding across our products, processes and workflows - Ongoing training and continuous learning - Close guidance from an experienced Team Leader - A collaborative team environment where knowledge is shared - Exposure to increasingly complex cases as your capability grows Life At Netwealth At Netwealth, we believe a fulfilling career is built on growth, balance, and belonging. Our people are our greatest strength, and we’re committed to supporting you at every stage of life because when you thrive, so do we. We're proud to be recognised as one of Australia's top 5 companies for Career Development (endorsed by WORK180). From further education and diverse training opportunities to strong support for internal mobility. Your career can grow here. Our flexible hybrid model supports balance, with just 4 days in the office each fortnight. When you’re in, you’ll enjoy working from one of our modern, thoughtfully designed spaces across Australia – including our state-of-the-art Melbourne CBD office. All locations feature contemporary facilities to make your day comfortable, and in Melbourne, you’ll also enjoy perks like end-of-trip amenities and daily breakfast to make your commute easier. We offer benefits designed for your wellbeing and personal development, including; - 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 (Development and Accelerating Women at Netwealth), Culture Group and Carers Group - Community Impact: Paid volunteering and our Netwealth Impact Group We're proud of our inclusive and diverse workforce and encourage everyone to bring their genuine selves to work. It's one of our core values. We're committed to equity and inclusion through our gender equality, disability, LGBTQIA+, wellbeing and cultural initiatives. And we're certified by WORK180, Family Friendly Workplaces and Great Places to Work. If you're excited by the opportunity but don't meet every requirements, we still encourage you to apply. Research shows people often hesitate unless they tick every box. We value potential and passion just as much. Need adjustments during the recruitment process? Contact us at talent@netwealth.com.au Apply now and help us shape a brighter financial future!