AddressPraemium was established in 2001 with a goal to simplify and streamline the complex and time-consuming process of wealth management. Today we offer the only fully integrated platform that allows every part of an investor's wealth to be managed on a single platform. Praemium administers and reports on over $230 billion in FUA for some of Australia's largest and most reputable institutions, Private Wealth firms and advice practices. Offering a comprehensive and engaging investment and reporting experience for advisers to efficiently manage the wealth of Australians, Praemium is dedicated to delivering innovative technology and exceptional service to our clients.
The role
As a Priority Support Consultant at Praemium, you'll play a crucial role as the first point of contact for our Private Wealth clients. You'll be responsible for addressing a variety of product, process, and platform-related queries via phone and email. Your expertise in financial services and Private Wealth, coupled with your strong communication skills, will ensure our clients receive top-notch support and resolution to their issues.
Main Activities of This Position:
- Answer all inbound client calls within SLA and manage cases with care through to resolution.
- Monitor and triage adviser requests to ensure queries are answered within SLA and managed until resolution through various channels.
- Build and maintain strong relationships with advisers, setting clear and timely expectations.
- Proactively engage with advisers, providing regular updates within SLA and advocating for the best possible client experience.
- Work closely with teammates to build and maintain strong relationships and advocate for cross-team collaboration.
- Adhere to internal operations escalation, crowdsourcing, and knowledge Sharing models.
- Problem solve and review processes to continuously improve and innovate.
- Tertiary degree in a business-related subject or RG146 desirable.
- 3+ years' experience in similar Customer Success/CX, SaaS, investment platform role.
- Strong knowledge and confidence in the financial services and Private Wealth industry.
- Established experience working to deadlines and escalation management.
- Previous experience working with or aligned to financial advisers.
- Experience in client relationship management or priority service-related role.
- Strong investments and managed accounts knowledge.
- Excellent communication skills, including collaborating internally and externally.
- The ability to work autonomously and be adaptable in an agile working environment.
- Self-motivated with excellent time management and organizational skills.
- A robust approach to solving complex problems, with a determination to provide a great outcome and client experience.
- A supportive work environment with hybrid working conditions - work from home and onsite, with a flexible schedule.
- Financial rewards for your contributions to our success including an incentive plan.
- Leave benefits to support you and your family, (both Mum and Dad) including paid parental leave and additional purchased leave.
- Additional benefits to assist with managing your money including novated leasing and financial wellness courses.
- A supportive and talented team that promotes diversity and inclusion.
- Freshen up before and after work when in the CBD with end of trip facilities at 367 Collins Street
- Future development opportunities in your area of interest
Please apply directly with your CV and cover letter.
Please highlight clearly in your CV and cover letter how the following correlate with the role requirements:
- Your previous experience (related to the key accountabilities of this role)
- Your skills qualifications and background
We can only accept applications from candidates with the right to work in Australia.
All successful candidates will be required to undertake a police check post appointment
