Client Service Officer

ABOUT INFOCUS

Infocus is a national advisory firm with a proud 31-year history.  We pride ourselves on our excellent team culture, our commitment to quality financial advice and the opportunity we have to make a genuine difference in the lives of our clients.

Our National Head Office is uniquely positioned here on Queensland's Sunshine Coast, with our team of ~70 talented individuals right across Australia in our various state offices.

ABOUT THE ROLE

The Client Service Officer provides vital administrative support to our financial advisers, ensuring the smooth delivery of advice and an exceptional client experience. This role is client-facing and team-oriented, ideal for someone who enjoys working in a professional environment where attention to detail and proactive support are valued.

You'll be responsible for preparing client documentation, booking and setting up meetings, updating client records in our proprietary software, Platformplus, and assisting with the implementation of advice recommendations.

KEY OBJECTIVES

• Supporting our financial advisers to deliver exceptional client service
• Manage inbound and outbound client communications via phone and email, ensuring timely and professional responses
• Assist in the preparation and processing of financial advice documents, applications, and follow-ups
• Schedule and prepare for client meetings
• Advice preparation and implementation
• Maintain accurate and up-to-date client records in our CRM and financial planning systems
• Provide general office support including filing, scanning, and document management
• Greet clients and prepare refreshments e.g. water, tea and coffee

ABOUT YOU

• Minimum 2 years' experience in a financial services, administration or similar role
• Excellent verbal and written communication skills with customer-outcome focus
• Strong analytical and problem-solving skills
• Exceptional organisational, time management and prioritising skills
• Exceptional attention to detail
• Intermediate skills in MS Office suite, particularly in Word & Excel
• Ability & willingness to learn new technologies and systems
• A proactive mindset and ability to work independently and as part of a team.

IF YOU WERE HERE LAST WEEK YOU MIGHT HAVE…

• Supported the financial advisers by scheduling appointments, updating client data and account information in our CRM, Platformplus, prepared review reports and documentation, and ensured the appointments ran smoothly.
• Prepared paperwork for clients to sign before implementing superannuation, investment, pension, or insurance advice recommendations.
• Liaised with clients and product providers to progress ongoing advice implementation to completion.
• Updated client records in Platformplus, ensuring all data was accurate, up-to-date, and compliant with internal standards.
• Managed inbound and outbound client communications, responding promptly and professionally to queries and requests.
• Participated in our weekly team huddle, sharing wins, discussing challenges, and collaborated to support each other and improve client outcomes.

WORKING AT INFOCUS

At Infocus we are passionate about providing a workplace that empowers and strengthens our staff. We challenge each other to be innovative, confident and break down barriers. We are committed to ensuring we have a strong team culture and some of the ways we do this is by providing:

• Team activities and events to encourage cross-team collaboration;
• Pens down early on Fridays to socialise;
• Commitment to both upskilling team members and advocating for internal promotions first, wherever possible;
• Confidential support for you and your family through our Employee Assistance Program;
• AIA Vitality membership program, providing discounts & offers for a variety of retail outlets and wellness centres.