Client Service Officer

Position Overview:

The Client Service Officer (CSO) plays a key role in supporting Financial Advisers and delivering an exceptional client experience. The role is responsible for managing client administration, coordinating the implementation of advice recommendations, and providing ongoing service and support to clients throughout their advice journey. Working closely with advisers, clients and external stakeholders, the CSO ensures client requests and advice implementation activities are managed efficiently, accurately and in line with compliance requirements.

Key Responsibilities:

• Proactively support Financial Advisers by managing assigned tasks, priorities and administrative responsibilities to ensure efficient delivery of client outcomes.
• Follow up clients on outstanding items such as Authority to Proceed
• Identify and advise clients of any information or documentation required for meetings.
• Coordinate and liaise with clients, Financial Advisers, product providers, accountants, professional advisers and external organizations to obtain information and support the implementation of client strategies.
• Liaise with clients to keep them informed of the progress of advice implementation.
• Manage advice implementation workflows and follow up platform, superannuation, insurance and investment providers to ensure recommendations are completed accurately and within required timeframes.
• Respond to general client enquiries that do not require financial advice.
• Maintain accurate client records, actions, workflows and compliance documentation within Xplan and other business systems.
• Attend relevant training and professional development activities to maintain current knowledge of financial planning administration, client service and implementation practices.
• Provide reception support and assist with incoming calls during peak periods and team absences.

 

Qualifications: 

• 2 to 5 years' experience in a Client Service Officer or similar role within financial planning.
• Experience supporting the implementation of financial advice recommendations.
• Demonstrated experience administering superannuation, investment and insurance products.
• Experience working with financial planning software such as Xplan.
• Experience using major investment and superannuation platforms
• Understanding of ASIC compliance and financial advice administration requirements.
• Experience within a financial planning practice is highly regarded.

 

Skills and Attributes:

• Ability to manage multiple workflows and meet deadlines.
• Proficiency in Microsoft Excel, Word, Outlook and Adobe Acrobat Pro.
• Excellent written and verbal communication skills.
• High attention to detail and accuracy.
• Ability to remain calm and organized when working under pressure.
• Fast learner with strong adaptability and willingness to embrace change.
• Strong organizational and time management skills.
• Ability to work autonomously while contributing effectively as part of a team.
• Strong client service focus with a commitment to delivering a high-quality client experience.

 

Desirable:

• Financial advice implementation experience.
• Superannuation, investment and insurance administration.
• Experience using platforms such as BT Panorama and Macquarie.
• Experience using Xplan on similar CRM systems