Client Services Officer/Manager

Job Summary

We're looking for a dynamic individual to join our Financial Planning team as a Client Services Officer/Manager. In this role, you'll play a pivotal part in assisting with client onboarding, supporting our advisers, and effectively managing client relationships. You'll collaborate closely with our directors and financial advisers to uphold company standards and oversee operational processes.

You will work closely with our current Client Services Officer/Manager for the first few months and will receive extensive training before taking on full responsibility for the role in June 2024.

If you're ready to make a meaningful impact and contribute to our clients' financial success, we want to hear from you!

Salary range is open based on age and experience of candidate.

Duties and Responsibilities

• Supporting Financial Advisers in their day-today tasks, as well as general office admin support 
• Service and support our existing client base with everyday enquiries and ad hoc client requests (non-advice) 
• Ensure procedures are followed and documents are compliant, updating both clients and advisers on project status
• Manage the end-to-end client engagement process, including email newsletters and new client enquiries, annual reviews etc. 
• Liaise with clients to schedule meetings and manage Director/Adviser diaries
• Attend occasional meetings with Advisers, document meeting notes and actions
• Follow up outstanding items from both clients and product providers (I.e. documentation)
• Implement advice provided (lodging applications on behalf of clients etc.)
• Offer client reviews (insurance and fee anniversaries)
• Ensure all documents are prepared for client meetings.
• Maintain and update client database/CRM
• Maximise software/technology utilisation and automation
• Manage Insurance Claim administration and paperwork
• Manage legislative requirements, I.e. Fee Disclosure Statements (FDS) and Consent Forms,  including the implementation and review of fees paid to us by clients
• Encouraged to seek continuous improvements in the use of CRM and other software's
• Continuously improve the way we do things
• Ensure strict adherence to AFSL compliance (for all staff) ***
• Support compliance audits
• Manage and implement ad hoc projects related to the role (I.e. clean up database, implement new automation, client mail-outs/newsletters)

A Typical Day Might Include:

• Preparing file packs for financial advisers prior to client meetings
• Processing/lodging all new applications as well as product switches & transfers of products (across super, insurance and investment)
• Implementation of advice across all strategies
• Schedule management of Financial Planners
• Supporting all client queries that come into the office via email and phone calls
• Ad hoc office/administration duties
• Relationship building
• Prepare for, and meet and greet clients for professional appointments
• Contacting a client to offer a review or to send them relevant product materials
• Liaising with insurance and superannuation companies
• Following up outstanding requirements

Qualifications, Experience and Skills

• Professional communication and manner when liaising with clients and colleagues
• Experience with a CRM system
• Studying a tertiary or a recent graduate degree (related or unrelated to financial services)
• Experience working in a financial planning (or similar) business, particularly being familiar with the financial industry’s terminology (preferred but not essential) 
• Knowledge of the client engagement and support process (insurance and wealth/superannuation)
• Confident using Google Workspace and new software/technology
• Diploma Financial Planning (or similar qualification) – (not mandatory for support roles)

Personal Qualities

• Enthusiastic attitude and outcome oriented
• Ability to work as a team and embed yourself in the culture of the organization
• Enjoy client interaction, helping people and going ‘above and beyond’
• Ability to prioritise, make decisions, escalate when appropriate and be accountable for work performed
• Willingness to learn new things and adapt to change (legislative or internally driven)
• Willingness to seek and embrace change, to improve the way in which we do things