Advice Operations Consultant

3 months ago

Melbourne, Australia AMP Limited Full time

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

**Help people create their tomorrow, while you create yours**

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

**How you’ll make an impact**

The main purpose of this role is to deliver excellent administration and support services to AMP’s Aligned advice network by completing a regulated set of business processes and maintaining effective quality, timing & risk controls within the team. A focus on problem solving and continuous improvement identified through opportunities to further streamline activities is also expected and critical to the success of this role.

**Main Focus Areas**:
The Advice Operations Consultant will be responsible for, including but not limited to:

- To assist in the investigation and resolution of adviser queries and complaints.
- Support on remediation actions associated with incidents and risks management activities, including treatment of breaches and/or obligations.
- Be proactive in highlighting processing defect and issues to minimise disruption on daily processing
- Accounting, processing, balancing and reconciliation of all licensee product provider revenue
- Investigation and resolution of unallocated invoice payments, including refunds to clients
- Fee classification reporting and analysis
- Revenue analysis and reporting on departed businesses to redirect owed revenue. This includes, making payments via tax invoice, collection of money owed, identification and treatment of conflicted remuneration, payment made to acquiring parties of assets
- Fee for Service refunds to various product providers via multiple forms of engagement and process, including continuous follow-up
- Investigation and resolution of Adviser Fee Disclosure Statement, Internal and external revenue rejections
- Revenue investigations and corrections, due to incorrect downstream processes
- Perform pre and post payment run checks to validate accuracy and establish exceptions
- Transfer of invoices to new servicing arrangements
- Efficiently process and administer adviser / licensee requests, adhering to relevant regulatory and specific licensee requirements as advised by Management
- Assess client servicing arrangements and where applicable request for fees to be dialled downs.
- Perform the action of transferring the servicing rights for client policies following the appropriate checks and controls.
- Updating of authorised representative details on internal systems, external systems, and regulator databases.
- Process a range of activities such as appointments, terminations, alterations and other related processes within agreed timeframes and quality.
- Be aware and adhere to regulatory, licensee and business obligations and policies
- Assist with the investigation and resolution of adviser issues with relevant stakeholders
- Work collaboratively as part of the Business Solutions team to help our business achieve its goals
- Provide clear, effective communication on case progress, challenges faced or identified and be proactive in seeking alternative actions.
- Manage risks as they arise via the appropriate channels / systems

**What you will bring to the team**

Ideally, you will bring the following experiences to this role:

- Relevant experience within an operations function, preferably in the financial services industry
- Previous experience in a customer service role working with high volumes, high pressure in administrative work with daily targets (desirable)
- Tertiary qualifications in business, finance, or related discipline (desirable)
- Demonstrated understanding of SLA’s, capacity management and achieving goals and targets
- Strong communication skills
- Proven ability to build and maintain effective stakeholder relationships
- Proven ability to operate with a strong customer focus to ensure the delivery of high-quality service
- Experience managing and prioritising work in allocated queue
- High levels of attention to detail and accuracy
- Sound decision making, problem solving and negotiation skills
- Understanding of the Financial Planning industry & the administration systems within a financial planner environment (highly desirable)
- Advance excel skills, ability to complete VLOOKUP, formulas etc.

**You’ll thrive here if **

If you can adapt from B

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