Customer Services Officer - Wealth Advisory

Are you an experienced, drive, client focused professional who thrives in a fast paced financial services environment?

We are looking for a proactive and highly organised Customer Service Officer (CSO) to support out Financial Advisers and help deliver an exceptional experience for our clients across their wealth journey.

In this role, you'll be the central coordination point between clients, advisers, product providers, insurers and internal stakeholders. Your work ensures that advice is implemented accurately, clients needs are met promptly and our service remains compliant, consistent and outstanding.

What you'll be doing

Client Service & Communication

• Be the first point of contact for client queries via phone, email and portal, ensuring timely, professional responses.
• Coordinate client meetings, including scheduling, confirmations and preparation of review documents.
• Manage client communications such as onboarding packs, review reminders, policy renewals and consent renewals.
• Support clients with portal access, factfind updates and document collection.

Advice Implementation & Administration

• Prepare Client Review Packs ahead of adviser meetings.
• Process new business, variations and maintenance requests across superannuation, investments, managed accounts and insurance.
• Track and complete implementation tasks including applications, rollovers, transfers, contributions, withdrawals, switching and beneficiary updates.
• Liaise with product/platform providers and insurers to resolve issues and progress outcomes.
• Maintain accurate and complete CRM and document records.

Compliance & Risk

• Manage the filing and tracking of client review documentation, Ongoing Fee Arrangement consents and associated regulatory paperwork.
• Support internal and external audits through documentation and timely responses.

Data, Reporting & Workflow

• Maintain up-to-date CRM data including contact details, service tiers and advice history.
• Assist with service schedules such as annual reviews, rebalances and insurance anniversaries.
• Contribute to continuos improvement through identifying efficiencies and enhancing templates, checklists and processes.

Team Support & Collaboration

• Work closely with Financial Advisers and internal teams to support a seamless client journey.
• Provide backup support for team members and assist with ad hoc projects.
• Share knowledge and support training of new team members.

About you

You'll be successful in this role if you have:

Essential:

• 3-5 years' experience in client services within a wealth advisory or financial planning environment.
• Strong technical administration capability across superannuation, investments, managed accounts and personal risk insurance.
• Experience with advice implementation including new business processing, rollovers, withdrawals, contributions and fee consent management.
• Solid understanding of compliance obligations including AML/CTF, privacy, consent requirements and AFSL processes.
• Proficiency with CRM and advice systems (e.g. Xplan, FYI), platform portals and Microsoft 365.
• Excellent verbal and written communication skills with a professional, client centric manner.
• High attention to detail, strong organisational skills and the ability to manage competing priorities.
• A collaborative, proactive and solutions focused mindset.

Qualifications

Preferred:

• Tertiary qualification in Business, Commerce, Accounting or Financed (completed or in progress).
  

Required:

• Current police check (or ability to obtain).
• Australian Citizen or permeant resident.

Why join us?

Work in s supportive, knowledgeable team that values collaboration.

Be part of a business that prides itself on professionalism, client care and continuous improvement.

Contribute to a high-quality client experience at every stage of the wealth advice journey.