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Client Service Representative

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $60,000 - $90,000
Job Title: Client Services Associate

We are seeking a highly motivated and customer-focused professional to join our team as a Client Services Associate. In this role, you will be responsible for delivering exceptional service to our clients, resolving complex issues, and providing expert guidance on our products and services.

About the Role:
  • This is a fast-paced client-centered role that requires strong analytical skills, excellent communication skills, and the ability to work in a dynamic environment.
  • You will be the primary point of contact for clients, responding to requests for information, resolving issues, and ensuring seamless interactions with our team.
  • Your key responsibilities will include:
  1. Serving as the initial point of contact for clients, responding to requests for investment, fund, and account information.
  2. Resolving complex account issues and handling escalated issues from the team and via third-party providers.
  3. Ensuring the completion of deliverables for assigned tasks as needed to support the team's daily objectives and oversight activities.
  4. FOLLOWING standardized procedures to meet client needs, conducting research for complex requests, and documenting client feedback.
  5. Recognizing opportunities for process improvements and recommending efficiencies to ensure quality service delivery.
  6. Using a consultative approach to position products and services to clients, providing expert guidance, and developing proficient knowledge of Vanguard funds, products, and services.
  7. Supporting and guiding other members of the Personal Experience team to achieve highest levels of performance, assisting with training, and providing coverage as required.
  8. Performing day-to-day oversight of third-party providers, participating in special projects, and performing other duties as assigned.
Requirements:
  • A minimum of 2+ years related work experience in the Finance Services within Superannuation or Fund Management Industry.
  • Experience in client services, preferably in a contact center environment required, with previous phone-based experience.
  • Demonstrated client-first mentality, ensuring outcomes are met to deliver top-tier service to all clients.
  • Strong analytical capabilities, research, and time management skills, proficiency in client services and procedures preferred.
  • Ability to develop and maintain relationships with external providers and internal partners.
  • Demonstrated ability to function in a fast-paced, ambiguous environment working with multiple business partners and diverse responsibilities.
  • Regulatory license such as RG146 may be required.
  • Undergraduate degree or equivalent combination of training and experience required.
Benefits:
  • Career development opportunities.
  • Diverse and inclusive work environment.
  • Competitive compensation package.