Investor Experience Associate at Fresh Equities

Financial Services, Customer Service, Full-time, Melbourne, Victoria, Australia melbourne support finance full-time
Description
Posted 13 days ago

Fresh is a fast-growing product focused FinTech working exclusively with High Net Worth Individuals, Institutional Investors and Family Offices. We provide access to listed capital raises for these investors. By centralising access to capital raises and working with companies to deliver insights, we ensure that every investor has the same opportunity to participate in the deals they are interested in.

The Challenge

We are customer obsessed and proud of it! We pride ourselves on the delivery of a high-quality experience that our clients love.

Fresh is growing quickly, and our challenge is ensuring we can continue to deliver on and exceed expectations for our entire investor base.

As a result we are looking to expand the team!

The Opportunity

We are looking for an Investor Experience Associate to join our team.

You will be accountable for our investor’s experience and play a pivotal role in building the foundations of the investors’ relationship with Fresh.

You will assist in onboarding new investors, executing transactions and guiding investors through the deal process. While you will need to execute day to day processes, you will also be innovating on the go, providing crucial insight and feedback to our product team to help improve the product for both the team and our investors.

This role is perfect for someone who cares about delivering world class customer support. We’re looking for someone with exceptional operational, administrative and communication skills and an interest in finance and FinTech start-ups. While it's great if you have experience in finance, it's not essential. We value emotional intelligence and problem solving ability over industry experience.

The Journey

Within 3 Months

  • Get to know the ins and outs of ASX listed capital raises (placements, share purchase plans, entitlement offers, etc.).
  • Receive training and build an understanding of the user’s experience and end to end product journey (onboarding, deals, settlements).
  • Assist in daily operations and administrative activities as required.

Within 6 Months

  • Have fluency and responsibility over investor experience associated operational & administrative tasks.
  • Be confident speaking with investors about the product and be able to help solve their problems.
  • Assist the investor experience team in continuously refining and improving our processes and client service.

Long term

  • Fresh invests in its people. As you grow with us, you will get the opportunity to shape your own path and interests within the company.

Investor experience team

Our Investor Experience team is a small group of generalists, who work with our investors to support them in their use of the product end to end. The team owns the experience and works closely alongside the product team to constantly refine the processes.

What We're Looking For

A passion and desire to learn is important in this flexible and evolving team. We believe that passionate individuals with a focus on personal growth can outperform years of experience - it is how we built our business.

Some things we are looking for in you:

  • At least 1 year of relevant experience in customer success / service and relationship management.
  • Strong written and verbal communication skills. Must be able to liaise with investors and key stakeholders.
  • A proactive approach to problem solving - if you see something that could be better, let’s fix it together.
  • Exceptional attention to detail - we work on big transactions with tight deadlines, accuracy of communication is critical.
  • Comfortable with basic excel formulas.
  • An interest in working in a fast-paced start-up environment and the ability to hustle. We are not a traditional financial services firm!

Fresh is proudly an equal opportunity employer. We value diversity and know we are better and stronger as a team when the team is made up of individuals with different backgrounds and experiences.

We recruit, employ, train, compensate and promote regardless of race, color, gender, sexual orientation, age, physical or mental disability, marital status, family or carer’s responsibilities, pregnancy, religion, or political opinion and we aspire to always be a place that people want to come to do their best work in an inclusive, progressive and open-minded environment.