Investor Service Officer

ResponsibilitiesProvide professional and timely assistance to shareholders, clients and stakeholders through telephone, written correspondence, outbound calls and front counter enquiries, delivering high-quality customer service and achieving agreed service levels, turnaround times and performance standards.Accurately validate shareholder transactions and registry documentation, including security holder transactions, deceased estate transmissions, proxy forms and other Share Registry Administration (SRA) documentation.Ensure shareholder holdings are registered in accordance with ASX, CHESS, Corporations Act requirements, registry procedures and internal policies, maintaining high levels of accuracy, compliance and attention to detail.Perform shareholder holding investigations and reconciliations, including historical, nil, legacy and variable holdings, maintain accurate records of transactions and correspondence, and prepare rejection correspondence for documentation that does not meet regulatory or registry requirements.Manage workflow queues, documentation batching and record maintenance to support efficient processing, data entry, audit requirements and operational service standards.Collaborate with internal teams and stakeholders, including Call Centre, Corporate Actions, Client Services Managers and Listed Services teams, to resolve enquiries, coordinate client requests and deliver positive service outcomes.Identify, assess and escalate operational risks, incidents, complaints, exceptions and potential fraudulent activity in accordance with regulatory obligations and internal procedures, including CAMMS reporting requirements.Utilise operational systems, including Jira and CAMMS, to manage workflow, issue resolution and reporting requirements, while ensuring compliance with privacy, information security and audit obligations.Contribute to continuous improvement and team development by identifying opportunities to enhance operational efficiency, sharing knowledge, providing training and mentoring, and maintaining current knowledge of regulatory, industry and registry requirements.Deliver agreed service standards for all clients, including Platinum Clients, and undertake additional operational, administrative and project-related duties as required to support business objectives.
RequirementsExtensive knowledge of ASX Listing Rules, CHESS, Corporations Act requirements and associated registry practices.Experience in share registry operations, document validation and shareholder services is preferable.Strong understanding of compliance, risk management, audit and information security requirements is desirable.Good working knowledge of Microsoft Office applications, including Word, Excel and Outlook.