Client Service Officer

7 days ago

Newcastle Maitland Hunter, Australia Crest Financial Services Pty Ltd Full time $60,000 - $80,000 per year

Client Services Officer (CSO)

Location: Crest Office (East Maitland / Georgetown)

Employment Type: Flexible (Full time or part time to suit study commitments)

About the Role – What You'll Actually Be Doing

This role is the operational engine behind our financial advice process. You'll be the first point of contact for clients, making sure everything runs smoothly behind the scenes. From scheduling appointments and preparing client documents, to managing follow-ups and ensuring advice is implemented accurately, your job is to support the client journey from start to finish. There is an opportunity to further develop your skills in our paraplanning department, suitable for candidates who are looking for a career in financial planning.

You'll work hand-in-hand with both advisers and paraplanners to ensure nothing falls through the cracks and the client experience is seamless.

Key Responsibilities (Day-to-Day Reality)

· Booking & Managing Appointments

Coordinate client meetings across multiple adviser calendars, confirm details with clients, and make sure they receive all relevant documents beforehand.

· Follow-Up Tracking & Management

Stay across adviser and paraplanner follow-up tasks post-meeting, ensuring nothing is missed and timeframes are met.

· Advice Implementation

Process signed advice documents (e.g., Authority to Proceed forms), Annual Advice Agreements, client transaction requests, initiate product applications, update client data in Xplan, and liaise with product providers where needed.

· Review Process Support

Help prepare client review packs, track when reviews are due, and coordinate the flow of review documentation between the adviser and paraplanner teams.

· Client Liaison & Service

Be a friendly, proactive point of contact for client queries, updates, and document requests—always delivering high-quality service in line with Crest's values.

· Admin & Compliance Tasks

Maintain accurate client records, ensure all file notes and documents are saved correctly, and assist with internal processes such as scanning, filing, and CRM updates.

What You Need to Be Good At

· Staying organised and juggling multiple adviser schedules and client deadlines

· Communicating clearly and confidently with both internal teams and clients

· Taking initiative to follow things through without needing to be reminded

· Working fast but accurately—getting the job done right, not just done

· Being adaptable and calm when things don't go to plan (because they often don't)

Key Challenges

· Managing competing priorities from advisers, paraplanners, and clients

· Keeping track of lots of moving pieces in busy review periods

· Ensuring nothing gets missed, especially when handling multiple client files at once

· Balancing speed with compliance and accuracy in every task

Opportunites

· A fast-paced, supportive team where your work makes a real impact

· Exposure to a range of client scenarios and financial advice processes

· Opportunities to grow your skills and take on more responsibility

· Clear pathways into a wide range of financial advice career opportunities

· A workplace guided by Crest's core values—Integrity, Expertise, Dedication, and Care—where collaboration and consistency create meaningful outcomes for our clients

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