Client Service Manager

Position Summary 

The purpose of the Client Service Manager (CSM) is to proactively assist the Financial Adviser/s to exceed their clients’ expectations and financial planning requirements by assuming responsibility for the day-to-day administration and implementation activities. On behalf of Focus Partners Australia Wealth and the Financial Adviser’s proactively and professionally liaise with and provide support to clients, to exceed their expectations.

This role is located in Brisbane, Queensland, Australia

Primary Responsibilities

• First point of contact with client and triaging client calls and emails for advisers.
• Prepare for client meetings and proactively support the Client Services team by effectively and efficiently managing assigned duties.
• Coordinate client meeting bookings for the Financial Adviser(s) and manage all meeting requirements.
• Prepare the required documentation for meetings.
• Identify and advise the client of any information/documentation required to have available for the meeting.
• Attend client meetings and take appropriate meeting notes – as required.
• Record actions and tasks in Financial Planning administration system.
• Take ownership and proactively manage assigned responsibilities on behalf of the Financial Adviser/s.
• Liaise with external parties (product providers and the clients other professional advisers) to collect client information
• Proactively support Financial Adviser (s)by effectively and efficiently managing the assigned tasks as required by the Financial Adviser(s).
• Coordinate and liaise between clients, Adviser/s, Accountants (internal & external) and other teams/external organisations e.g. ATO, Centrelink, fund managers and superannuation companies.
• Liaise with clients to keep them informed of the status of the strategy recommendations implementation.
• Agree on approach with the Financial Adviser(s) relating to management of client reviews.
• Complete and send out Annual Engagements and Fee Consent forms.
• Complete required documentation to support the review process including but not limited to: Fact Find.
  • Current Financial Plan.
  • Financial Planning software reports.
  • Other documents may apply to specific processes
• Attend relevant courses and actively take part in training or other activities to stay current with financial planning administration, client service and implementation practices

Qualifications

• Minimum 5+ year experience in a client service manager or similar role.
• Experience within Financial Services industry a requirement
• Exceptional organisational and time-management skills.
• Strong ability to coordinate workflow and deliver against deadlines
• Exceptional client service skills
• Strong attention to detail