Customer Advocate

Why this role matters

Syfe is APAC’s leading digital wealth platform, empowering people to build their wealth for a better future. Managing well over US $10 billion in assets and built on the pillars of access, advice and affordability, the platform caters to the different wealth needs of individuals with diversified portfolios, cash management solutions and brokerage. Syfe has operations in Singapore, Hong Kong and Australia, and is approaching half a million users.

As a Customer Advocate, you'll join the Service Experience team to deliver exceptional customer experiences, foster a customer-first culture, and provide expert support in onboarding, account maintenance, trading and stock transfers.

Key Responsibilities

Customer Advocacy and Services

• Provide support to Selfwealth customers and advisers for all their needs. Build and maintain strong relationships with customers through effective communication and support, ensuring high levels of customer satisfaction and retention.
• Champion customer-centric initiatives throughout the organisation to prioritise customer satisfaction and loyalty.
• Collaborate with relevant stakeholders to resolve any issues that may arise and advocate for customer-centric solutions to prevent future occurrences.

Customer and Adviser Administration

• Manage live chat support and process tickets for customer onboarding, account maintenance, trading, and stock transfers.
• Meet all Service Level Agreements and quality metrics.

Risk And Compliance

• Ensure compliance with regulatory requirements and internal policies, and assist in developing and implementing risk management strategies. Identify, escalate, and resolve complaints and high-risk transactions.

What You'Ll Bring

• Minimum 2 years of experience in day-to-day customer facing or operations roles such as onboarding, account maintenance, and stock transfers.
• Strong Customer Service & Communications experience.
• Proven track record of ensuring compliance for customers within financial services or wealth management platforms.
• Facilitation of stock transfers and completion of HIN transfers.
• Knowledge of regulatory requirements and confidentiality policies for customer information.

At Syfe, we live by the 3Hs:

• Humility: We don’t have all the answers, so we seek feedback, embrace challenges and encourage diverse perspectives to continuously improve and grow together.
• Hunger: We set high standards for ourselves, looking to learn, grow and multiply our impact, while appreciating every opportunity and success along the way.
• Hustle: We drive results collaboratively with passion and perseverance, pushing the limits of innovation to ensure the best outcomes and solutions for our customers.

What You’Ll Get:

• Join a growing start-up shaping the Australian investment landscape.
• Hybrid working arrangement
• An office location in Melbourne CBD, with a fully stocked pantry
• Premium Selfwealth trading account & 20 free trades per quarter

If you’re excited about this role, we’d love to hear from you.