Client Experience Liaison

3 weeks ago

Melbourne, Victoria, Australia FNZ Group Full time

Job Summary


We are seeking a skilled Client Experience Associate to join our team at FNZ Group.


This is a 6 Month Fixed-Term opportunity, offering a competitive salary and excellent benefits package, including comprehensive health insurance, life insurance, additional annual leave days after your first 12 months, sick days, and more.


The successful candidate will be responsible for enhancing client satisfaction and maintaining a high standard of support, working closely with clients to resolve their queries, provide information, and guide them through their financial needs.


About the Role



  • Education: Clients on products and services available on our platform and processes in an efficient manner and articulating complex issues in an effortless way.
  • Communication: Responding to incoming omnichannel communication.
  • Administration: Completing administrative processing to support service delivery.
  • Problem-solving: Quickly identifying client issues and delivering relevant and effective solutions, which sometimes involves escalating issues.
  • Servicing: Ensuring all queries and requests are actioned to a set standard of service levels while adhering to our KPI and SLA framework.
  • Collaboration: Collaborating with different business units and thinking outside the box to achieve desired outcomes for our clients.

Requirements



  • Minimum 2 years' experience required.
  • Strong attention to detail is essential to understand customer inquiries, seek clarification, and consistently provide complete and high-quality responses.
  • Good organizational skills are needed to work under pressure, prioritise tasks, and escalate issues when necessary.
  • Natural curiosity, optimistic attitude, adaptability to change, strong problem-solving and analytical abilities.
  • Ability to meet Key Performance Indicators (KPIs) and maintain high-quality performance metrics.
  • Previous experience in a fast-paced Client Service Centre or a high-service-level environment is preferred.
  • Friendly image and positive demeanour when dealing with a diverse client base.
  • Strong communication skills, both written and verbal, including telephone etiquette.
  • Detailed knowledge of investments and procedures specific to your role.
  • Prior experience within the finance industry is advantageous, and having RG146 or tertiary education is desirable.

What We Offer



  • A hybrid 3+2 model combining working from the office and from home.
  • Competitive salary ($70,000 - $100,000 per year).
  • Excellent benefits package.
  • Opportunities for career growth and professional development.
  • Collaborative and dynamic work environment.

Contact Information

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