AddressOur Client Services Team has an exciting opportunity for a Senior Client Services Associate. Reporting directly to our Head of Middle Office, this role plays a key part in team management while providing dedicated assistance to Mason Stevens clients. Pivotal in ensuring the seamless operation of our Client Services team, the primary focus of this role is on delivering unparalleled customer service across the board. If you're passionate about fostering client relationships and thrive in a collaborative environment, join us in shaping exceptional customer service at Mason Stevens.
Key Responsibilities
- Support Head of Middle Office as 2IC
- Assist Client Service Associates with inquiries
- Handle low-priority escalations and complaints
- Manage the daily workflow of the team
- Oversee service request logs and hypercare escalations
- Manage proactive client communications for various scenarios
- Address complex queries from practices and clients
- Authorise fee lodgements, direct debits, etc
- Review Statement of Advice templates for new practices
- Assist with incidents and related actions
- Liaise with internal stakeholders to maintain service quality
- Perform role tasks including platform queries, account maintenance, cash management, etc
- Coordinate staff training for new starters
- Conduct Client Services induction sessions as needed
- Recommend and assist in process improvements
- Manage file and inbox organisation, including ad-hoc auditing
Experience Required
- Minimum 2 years' customer service experience in Financial Services
- Relevant degree or diploma to the Financial Services Industry (attained or in progress)
- Solid grasp of financial concepts
- Strong knowledge of the superannuation industry
- Desirable experience in leadership, management or coaching
- Effective communication of product knowledge
- Ability to build strong relationships internally and externally
- Thrive in a fast-paced environment
- Collaborating effectively within a team and with stakeholders
- Client-service mindset and commitment to success
- Proactive and hands-on approach to work
- Aptitude for problem-solving and finding solutions
About Mason Stevens
Mason Stevens is a leading provider of integrated wealth platform technology, that uniquely focuses on investor portfolio outcomes. More than just an administration platform, the innovative technology, paired with experienced investment specialist support, empowers advisers to deliver on their clients’ investment objectives via an unconstrained investment universe and backed by exceptional client service.
Established in 2010, Mason Stevens is privately owned with circa A$7 billion of funds under administration and management. Led by some of Australia’s most experienced finance and investment professionals, with over 70 staff nationally in Sydney and Melbourne.
Life at Mason Stevens
At Mason Stevens, relationships matter to us, and by leaving our egos at the door, we can realise remarkable outcomes whilst supporting each individual to realise their potential.
We are committed to building and maintaining a diverse and talented team, backed by the belief that it is only by working together, that we will achieve our purpose; helping our Clients to realise better tomorrows.
We believe in keeping our ‘minds wide open’ and empowering people with the resources and trust needed to make a meaningful difference. We know an idea can only change lives if it happens, and value the kind of people who believe in being the change they seek and see opportunity in challenge.
Above all, we know you will be a great fit for us if you value people, show kindness and play fair.
Kindly note that Australian full work rights are required for this application. Only short-listed candidates will be contacted. Thank you for your understanding.
