Client Services Manager

About Us :

Our vision is to empower our clients with confidence and clarity, guiding them towards financial freedom. We strive to help them make the best choices that align with their unique definition of a good and fulfilling life.

About You :

Business administration diploma or undertaking a business degree preferred.

Position Summary :

You’ll be the primary point of contact for clients, ensuring they receive exceptional service and support. You’ll manage client relationships, coordinate services, assist financial planners, and improve processes. 

Key Requirements :

Preferred Requirements

A minimum of 1 year of office-based work experience.

Core Competencies

A CSM will possess the following core competencies:

• High levels of trustworthiness and integrity.
• Confidence and interpersonal skills to work with a dedicated group of professionals.
• Ability to communicate with all levels of staff in a professional, positive and respectful manner.
• Ability to project a professional demeanour.
• Ability to type with high speed and accuracy, plus intermediate to advanced IT skills in the Microsoft Office suite of products.
• Competency or working towards competency with software applications.
• Ability to work under pressure and meet timelines.
• Ability to operate within a collaborative team environment.
• High level of accuracy and excellent attention to detail.
• Ability to take responsibility, and initiative and assume accountability for completing set tasks.
• Pro-active approach to dealing with workflows and issues arising in the workplace.
• Ability to work and complete tasks in a self-directed fashion and with limited day-to-day management.

Standards & Culture

A CSM is expected to adhere to the high professional standards expected of staff for advice, client service and personal integrity. It is expected that the CSM will do everything reasonably possible to assist in maintaining a professional and team-based culture.

Job Responsibility :

Core Role & Responsibilities

Client Relationship & Workflow Management

• Manage Financial Planner's diary and appointments
• Coordinate the completion of all pre-work required before client meetings.
• Monitor data entry to ensure accuracy and integrity of data
• Establish working relationships with third parties to research client and/or adviser queries and manage business workflow and priority levels.
•  Act as the main liaison point for clients in addressing queries; modifying client details; managing implementation and/or facilitating an answer to a client query.
• Develop and articulate response (verbal and/or written) to same within agreed timeframes and quality expectations.
• Coordinate the completion and follow-up of all administration associated with the implementation of the agreed financial planning strategies for a client
• Liaise with clients to keep them informed of the status of the application when implementing recommendations
• Escalate more complex queries to the Financial Planner
• Independently use business tools & processes to resolve client queries
• Document responses to financial planning-related queries.
• Act as a liaison point for advisers and paraplanners for the completion of Advice Documents.
• Ensuring that client data and file notes are completed and compliant before any advice documents are prepared (either internally or externally).
• Completion of “simple/basic” Record of Advice Documents and/or SOA Hold advice, and coordination of outsourcing (via internal or external avenues) more complex Advice documents.
• Identify continual improvement opportunities for business processes, office workflow, client service and information system processes to ensure a high standard of service delivery for all clients.
• Responsible for workflow management of own work assigned by the adviser or from client queries. 
• Discern the most appropriate role to action client/adviser request; delegate and manage delivery. 
• Provide progress updates to the Financial Planner and other staff and escalate where required.
• Issue invoices to clients / third parties and follow-up payment
• Overall support for the Financial Planner to enable them to focus on their core role and revenue growth.

Compliance, Processes and Procedures

• Ensure all office procedures relating to the role are up to date and maintained to the highest standard.
• Assist in adequate cross-training of other staff to ensure coverage in times of absence from the office.
• Adhere to company policies, procedures and service standards at all times.
• Exercise the highest standards of ethical and professional conduct including adherence to the highest levels of privacy and client confidentiality.
• Contribution to the process development, implementation and review workflows.
• Contribution toward the development/maintenance of workflow practices and business processes.
• Assist in the development and maintenance of compliance standards and processes 
• Keep abreast of all changes and implement requirements.
• Follow quality assurance processes and utilise supporting systems including tools
• Assist in the development and coordination of process and system training
• Manage the workflow allocation of the Client Service Administrator. 
• Identify and attend appropriate courses/sessions and participate in other activities that ensure an up-to-date understanding of the financial planning industry, workflow systems/ business management is maintained and ensure key learnings are shared with the Team

Job Functions :

Financial planning

Job Benefits :

Join Our Team at Chalmers Private Wealth

At Chalmers Private Wealth, our greatest asset is our team. We are a dynamic and forward-thinking financial planning firm dedicated to empowering our clients and creating a supportive environment where our clients and team members thrive.

Why Join Us?

• Empowerment and Growth: We are committed to your professional development with opportunities for career advancement to become a financial planner. We use your experience as a Client Services Manager as an introduction to the industry.
• Collaborative Culture: Our success is built on collaboration and mutual respect. We foster a culture where every team member’s voice is heard, and innovative ideas are encouraged.
• Work-Life Balance: We understand the importance of balance. Enjoy flexible work arrangements that support your personal and professional life.
• Competitive Compensation: We offer competitive salary packages, negotiable based on your experience and education.
• Recognition and Rewards: Your hard work and dedication will not go unnoticed. We have robust recognition programs to celebrate your achievements and contributions.

What We Value:

• Client-Centric Approach: Our clients are at the heart of everything we do. We strive to provide them with confidence, clarity, and financial empowerment.
• Integrity and Excellence: We uphold the highest standards of integrity and excellence in all our endeavours.
• Innovation and Adaptability: We embrace change and continuously seek innovative solutions to better serve our clients and improve our processes.

Join Us and Make a Difference

If you are passionate about financial planning and eager to be part of a team that values your growth and contributions, we would love to hear from you. Together, let’s create a brighter future for our clients and ourselves.

Apply Today

Send your resume and cover letter to [your email address] and take the first step towards an exciting and rewarding career with Chalmers Private Wealth.

Selling Point :

Relationship and workflow management between our clients and advisers.

Contact :

Jacky Chalmers