Digital Client Advocate

4 days ago

Sydney, New South Wales, Australia Ethos BeathChapman Full time

Role Overview

Ethos BeathChapman seeks a highly skilled Digital Client Advocate to support the migration of approximately 2,000 clients to a new digital platform. This is an exciting opportunity for someone with experience in customer service and technical coordination.

About the Role

The successful candidate will oversee service delivery and support for the designated industry portfolio, ensuring seamless onboarding experiences for clients. Key responsibilities include coordinating between clients and Group Operations, addressing client inquiries within established service standards, and providing necessary support to ensure prompt and efficient issue resolution.

Key Accountabilities

  • Assist businesses and designated clients with their transition to a digital platform
  • Identify, document, and manage all business-related risks in compliance with company policies
  • Maintain adherence to relevant legislative, regulatory, and corporate policy standards

Success Metrics

  • Customer Service and Satisfaction: Track customer satisfaction through surveys and feedback, focusing on Net Promoter Score (NPS)
  • Risk Management Metrics: Monitor risk management indicators
  • Service Delivery and Support: Evaluate performance against Service Level Agreements (SLAs)

Key Capabilities and Experience

  • Cultivate deep understanding of key clients and industry sectors
  • Maintain meticulous attention to detail in all communications
  • Demonstrate commitment to service excellence
  • Possess knowledge of operational risk, Juno management, and customer complaint processes
  • Financial Services Background
  • Attention to detail and ability to use Outlook

About Us

Ethos BeathChapman is a leading financial services institution seeking a Customer Solutions Consultant for a 6-month contract with high possibility of extension. The role involves client communication via email and coordination skills, with minimal phone interaction.

Salary Information

The estimated salary for this position is $38.19 + super per hour, reflecting the company's competitive compensation package.

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