Client Service Manager

Stake is looking for a Client Services Manager to join us at our Sydney HQ, with a flexible hybrid working model (3 days in the office, 2 WFH).

We're an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to the share markets, we've empowered a new wave of investors. Stake has grown fast from a fintech startup into a robust financial services company. Today we have 750,000+ customers and more than A$5 billion under administration.

At Stake, we break barriers in everything we do. Just like our customers, we're driven by ambition. Our desire for continuous growth is what creates the collaborative and high-performance environment we work in. Though we're spread around the world, we're a unified team moving towards a shared vision: to unleash the investor in everyone.

Join us as we continue to reshape the financial industry, inspiring investor confidence and celebrating our wins along the way.

As a Client Service Manager you will be the primary point of contact for a portfolio of SMSF clients, providing exceptional service and support while building strong, lasting relationships. You will be responsible for managing all aspects of the client relationship, from onboarding and administration to technical queries and assistance. This is an individual contributor role with the opportunity to significantly impact client satisfaction, retention, and the overall success of the SMSF team. Key responsibilities for this role include:

Client Relationship Management:

• Build and maintain strong relationships with SMSF clients
• Provide exceptional customer experience across multiple channels - inbound and outbound phone, ticket and webchat support
• Understand client needs and objectives, providing tailored solutions and support
• Proactively engage with clients, keeping them informed and addressing their queries
• Resolve client issues and complaints efficiently and effectively, escalating complex matters as needed.

SMSF Administration:

• Work closely with internal operations teams to manage the day-to-day administration of SMSF accounts, ensuring accuracy and compliance and a strong customer experience
• Stay up-to-date on legislative and regulatory changes impacting SMSFs.

Technical Expertise:

• Provide technical support to clients on SMSF administration matters
• Conduct regular reviews of client portfolios, identifying opportunities for improvement
• Contribute to maintaining and developing internal knowledge bases.

Business Development:

• Identify and refer opportunities to expand existing client relationships and contribute to business growth
• Proactively promote the company's SMSF administration services and solutions
• Proactively identify any account retention opportunities.

Collaboration:

• Work collaboratively with internal teams (e.g., investments, accounting, legal) to ensure seamless client service
• Contribute to the development and improvement of SMSF processes and procedures.

• Demonstrable administrative background and practical understanding of the end-to-end SMSF setup process, including compliance requirements and tax implications.
• Highly proficient in ensuring continuous adherence to Service Level Agreements.
• Recognises the inherently sensitive and critical nature of this product, consistently demonstrating meticulous care and professional conduct in all client interactions and administrative tasks.
• Self-motivated with a focus on pre-emptive problem-solving and efficiency.
• Dedicated to continuous learning and professional development within the superannuation sector.
• You're a team player, willing to lend a helping hand when other members of the team are under pressure.
• You bring energy, positivity and professionalism when speaking to customers and stakeholders.

At Stake, we're more interested in your attitude than your resume. If you believe this is a role you want to jump into, please apply and let us know why in your cover letter

You'll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it. Having said that, we also have perks.

Please see on our Careers website the list of benefits under our Grow with Stake program. They include:

• Career relevant development and training with professional development allowance
• Up to 16 weeks of paid parental leave
• Childcare allowance
• Sonder - healthcare, safety support and EAP for you and your immediate family
• Additional leave types (Swap days, Bear Days, TOIL, Compassionate, Sorry Business)
• Employee Share Options scheme for senior leaders
• Stake products: SMSF 30% discount on yearly membership fee, $295 AUD annual trading credit and Stake Black account
• Recognition awards and team celebrations
• Discretionary performance bonus and talent referral bonus

Stake is an equal opportunity employer that values diversity. We're proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We're also endorsed by WORK180 as a great employer for women.

It all comes together to explain why Stake placed 1st in the 2024 AFR BOSS Best Places to Work list for the Banking, Superannuation & Financial Services category, across all of Australia and New Zealand.

Once we've received your application, we'll give it the attention it deserves and you'll hear from us either way. We're committed to responding to every applicant. If we think you'd be a good addition to our team, we'll give you a call and from there, you'll cruise through our recruitment process.

To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.