Associate - Investor Services - Contact Centre

About Us 

Automic Group is Australia’s market leader in technology-driven investor administration. Combining proprietary cloud-native technology with expert service, Automic simplifies investor administration and governance for companies and funds. We provide the market's leading registry, employee share plans, IR analytics, and fund administration services for over 1,400 ASX-listed and unlisted organisations.  

Automic’s culture is collaborative, inclusive, and purpose driven. It is grounded in our mission to connect companies and funds to their investors through technology, service, and trust, and guided by our values of One Automic, Go Beyond, Empowered, and Accountable. 

About the Role 

As an Associate – Investor Services, you’ll be the frontline of Automic’s investor experience, delivering high-quality support across phone, email, and online channels. You’ll assist investors in navigating Automic’s platform, resolving enquiries, and ensuring every interaction is handled with professionalism and care.

This is a role based in our contact centre which requires a high level of customer service skills and the ability to respond to enquiries quickly and accurately. 

This is a fast-paced role where you’ll contribute to service excellence while building strong product knowledge and communication skills. You’ll be part of a collaborative, values-driven team that prides itself on delivering exceptional service and continuous improvement. 

This role operates across a shared team roster supporting inbound calls between 8:00am – 8:00pm  Shifts are distributed collaboratively across the team to balance coverage and individual preferences where possible.  

Role Responsibilities: 

• Manage inbound and outbound investor enquiries via phone and email
• Provide support across Automic's online investor platform and written correspondence
• Respond to enquiries, concerns, and complaints with empathy and efficiency
• Deliver accurate, timely information and support to investors
• Follow call scripts and service guidelines to ensure consistency and quality
• Collaborate with team members to resolve complex issues
• Meet and exceed performance targets, including call quality and productivity
• Maintain up-to-date knowledge of products, services, and processes
• Participate in ongoing training and development programs
• Maintain a professional and customer-focused approach at all times
• Work within a rotating roster as required

Skills and Experience

• Previous experience in customer service, contact centre, or client-facing roles
• Strong verbal and written communication skills
• Ability to handle high volumes of enquiries in a fast-paced environment
• Demonstrated problem-solving skills with a customer-first mindset
• Ability to manage competing priorities and meet performance targets
• Comfortable working across multiple systems and platforms
• High attention to detail and accuracy
• Team-oriented with a collaborative approach
• Relevant tertiary qualification (advantageous but not essential)

About You

You're a people person who thrives on helping others and creating positive customer experiences. You bring energy, resilience, and professionalism to every interaction, and you're comfortable working in a structured, performance-driven environment.

You take pride in delivering high-quality service and enjoy being part of a supportive, team-focused culture.

To succeed in this role, you will demonstrate:

• A strong customer-first mindset with empathy and professionalism
• Excellent communication and interpersonal skills
• Reliability and accountability in delivering outcomes
• The ability to stay calm under pressure and handle challenging conversations
• Strong organisational skills and attention to detail
• A proactive, solutions-focused approach
• Willingness to learn, adapt, and continuously improve
• A collaborative attitude aligned with a "One Team" culture

Why join Automic?

You'll be part of a team where operational excellence, collaboration, and continuous improvement are genuinely valued. This is an opportunity to deepen your expertise, contribute to meaningful outcomes, and grow your career within a high-performing, purpose-led fintech environment.

Key Benefits include:

• Hybrid working
• High-growth, scale-up organisation
• Professional career growth and development
• Supportive and fast-paced environment

If the above sounds like you, please apply for this exciting opportunity and be part of the growth journey at Automic!

Applications will be reviewed as they are received, and interviews may commence prior to the closing date.