Senior Client Service Associate, Unlisted Fund Services

Job title:                  Senior Client Service Associate 

Department:Unlisted Fund Services 

Location: Sydney CBD     

Short Description: 

We are one of Australia’s leading providers of professional services. 

• Build your career working alongside industry experts 
• Collaborative and fun culture
• Great staff benefits 

Why BoardRoom

We are one of Australia's leading providers of professional services. We grow and foster our talent to provide fulfilling careers to our employees and development opportunities across the APAC region.

Your New Role

Senior Client Service Associate 

The Senior Client Service Associate role is part of the Unlisted unit trusts/funds. 

The key objective of this role is to manage and deliver the day-to-day administrative requirements, applicable to the management of unlisted investment schemes, including property funds and bond products. The Client Service Associate is responsible for the delivery of high-quality service to clients and investors within Service Level Agreement (SLA) timeframes. 

To achieve the service delivery function, the Client Service Associate will work closely with the Operations Manager to ensure that all functions and activities for clients are anticipated and actioned as agreed and required.

The Senior Client Service Associate will contribute to service delivery by completing a variety of administrative tasks including security & transaction reporting, AML/CTF Verification (Anti-Money Laundering and Counter Terrorism Financing), Incident management, security allotments &redemptions, unit pricing, investor information updates, advisor commission calculation &reporting, payment distributions, security transfers, offers, and client/investor queries handling.

Each member of the Unlisted team must always reflect Boardroom’s values in all that they do.

Your Key Accountabilities

Team Responsibilities

• Maintain and encourage a positive working environment for both themselves and colleagues.
• Display collaborative spirit when completing tasks that impact multiple departments.
• Participate in and contribute to team activities.
• Uphold agreed team values and understand that as a team, ‘we succeed together, or we learn together’.
• Assist fellow team members whenever possible.
• Display ‘process orientated’ mindset.
• Ensure that service delivery standards are maintained in own output, as well as team output.

Task Responsibilities

• Understand each stage of the registry administration lifecycle applicable to an Unlisted Fund.
• Understand the client and the client’s business goals and objectives.
• Understand the processing checklists and business rules per fund and issuer.
• Professionally liaise/respond to investor, adviser and client queries and task escalations in a timely and accurate manner per agreed Service Level Agreements. 
• Handling of client escalations
• Responsible for team sign offs 
• Training of team members 
• Responsible to assign work in the Team Leader’s absence 
• Professionally liaise/respond to investor, adviser and client queries and task escalations in a timely and accurate manner per agreed Service Level Agreements. 
• Process validation, batching and data entry of applications, transfers, static transfers and redemptions in line with process requirements and Service Level Agreements. 
• Report all client incidents or complaints in a timely manner via CAMMS. 
• Aid in the peer review of reports prior to client and pricing agent release. 
• Work with the CSMs to develop checklists that are fund specific that will assist fellow Client Services Associates.
• Ensure compliance with Boardroom’s policies, procedures and audit processes.
• Complete validation for Anti-Money Laundering and Politically Exposed Persons as required
• Ensure accurate input of client/security holder data into SREG in relation to static changes and Off Market Transfers as per AML, FATCA, Mfund requirements and Unlisted Requirements
• Daily processing of applications via Mfund or Calastone systems
• Daily downloads of BPAY payments to relevant funds as required
• Daily reconciliation of funds received and banked 
• Daily, weekly or monthly reporting of applications and transfers
• Upload, entry and authorisation of unit pricing
• Create and process payments for redemptions or commissions
• Manage any rejections and follow-up where necessary using email or other correspondence tools.
• Provide support, guidance and back up to other team members as required
• Work closely with other team members to ensure all daily deadlines are met to the highest standard.
• All employees to be aware of who is a Platinum Client
• All Platinum services are to delivered d to a high standard within the agreed timeframe
• All matters concerning potential issues with Platinum service delivery are to be escalated to your Manager immediately.
• All incidents and complaints with impact to clients, investors and/or BoardRoom to be promptly logged into CAMMS portal. Incidents and Complaints to be logged within 24 hours of detection.
• All incidents and complaints to be investigated and closed out promptly upon being raised by staff members. Incidents and Complaints to be investigated (and CAMMS updated) within 72 hours of being raised, and closed out within 1 week.
• Ensure cross departmental communication to other departments is maintained at a standard to ensure all stakeholders are briefed in relation to Unlisted operations.

What you will bring

• Effective and accurate communication with all stakeholders.
• Identify and recommend improvements to current procedures, risk management, processes and client servicing arrangements.
• Adopt ‘I am Boardroom’ mindset when responding to clients and employees.
• Understand impact of own behaviour on cultural standards (actions speak louder than words).
• Actively encourage different perspectives to stimulate ideas and identify new opportunities 
• Remain self-aware and humble with a can-do approach.
• Stay positive and effective in challenging situations. 
• Be driven by the opportunity to make a positive impact and leave the business and people in a better state. 
• Makes things simple and relevant. 
• Focuses efforts on collaboration and achievement of organisational outcomes.
• Treat all colleagues, clients and employees respectfully. 
• Be a team player with willingness to learn and share knowledge.
• Assist in creating and maintaining a happy, friendly, safe and professional work environment.  

Why BoardRoom?

With a remarkable 50+ year track record, BoardRoom has established itself as a trusted partner for business both in Australia and across our Asian footprint. Our network of 15 offices in five countries is honoured to serve a diverse clientele, comprising of 7,500+ publicly listed and private companies. With the dedication of our 850+ talented staff, we have built an organisation that is responsive, agile and attuned to the needs of our clients.

In Australia, we have firmly established ourselves as a leading provider of professional services. With offices in Sydney, Brisbane and Melbourne, our team of over 220+ skilled professionals diligently works with over 1,000 entities, including 20 of the ASX 100. Our local presence enables us to understand the nuances of the Australian market and deliver tailored solutions to our clients.

At the heart of our success lies our partnership approach to business. We are committed to accompanying our clients throughout their entire journey, providing experienced and dedicated client servicing at every step. 

Boardroom is committed to your ongoing learning and development though our Boardroom L&D Academy. Your learning will begin on day one. We leverage off our APAC footprint to provide ongoing career development and leadership opportunities. Other benefits include employee discounts, referral bonuses, hybrid working and many more.

When you join Boardroom you become part of an inclusive and collaborative culture. You will be encouraged, supported and your unique talents and perspectives will be valued. We promote a flexible and blended work environment where you will thrive, and your wellbeing will be supported. We know that diversity drives better client outcomes, continuous improvement, and growth. 

Be part of our company and together we will achieve our full potential.

How to apply

• Ready to take the next exciting step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.
• Candidates must have the relevant work rights to be considered for an opportunity at BoardRoom. Successful applicants will be required to complete background screening prior to commencement of employment.