Client Services Officer - Hybrid - Cebu Based

• Become a part of this financial planning company that provides extensive financial solutions and builds lasting relationships grounded in trust and transparency to families and individuals.
• The offer is inclusive of a laptop + Internet allowance + HMO for you and your dependent within the first month (with Covid insurance coverage).
• The ideal candidate's workstation should be set up in a safe and secure location at home with stable and reliable internet not less than 25 Mbps.
• Hybrid Setup
  • Wed - Thurs: Onsite - 7:00 am to 4:00 pm, Manila Time
  • Mon - Tue: 6:00 am to 3:00 pm, Manila Time

About The Role

• As a Client Service Administrator, you will be a key function in managing the recording of all inquiries, investigating each inquiry, and preparing a response to the client(s) within agreed turnaround times.

Key Responsibilities

1. Customer Service Administrator

A. Client inquiries –manage all client inquiries via the approved CRM/Xplan system. All inquiries received via email, telephone call or SMS/text message are to be recorded, and confirmation acknowledged with a 72–96-hour turnaround time (unless circumstances are more detailed). Investigate the nature of each inquiry by consulting with the Senior Practice Support (SPS) and the lead Adviser. Contact any relevant institution/provider to understand the currency of the client(s) accounts/policies, and obtain any relevant and up-to-date forms required to satisfy the inquiry. Communicate with the client(s) where there is some delay either due to volumes or due to institution/provider turnaround times. Ensure that all responses satisfy our quality standards for timeliness, accuracy, and completeness.

B. Regular SMSF administration follow-up– follow up on any regular SMSF client(s) items such as general administration, invoices required, accounting and auditing documents required, on behalf of the SPS, and preparation of the quarterly SMSF client(s) packs. Prepare email communications to be issued to the client(s) where required. Always updating the SPS/lead Adviser of actions.

C. Review follow-up coordination– work through any review follow-up items such as preparing, completing, or populating forms required for completion by the client(s) eg. reverse fact finds, policy change forms etc. This will often involve contacting institutions/providers on behalf of the SPS/lead Adviser for the client(s) account/policy changes or updates.

2. Paraplanner Support

1. Conduct strategy meeting discussions with the Senior Practice Support (SPS) and lead Adviser(s).
2. Data entry of all new client(s) information into Xplan as requested by Senior Practice Support (SPS) and Adviser(s).
3. Commence the 3rd party authority inquiries (TPA’s) on receipt – they often arrive before the full data file. Correct client IDs and completed 3rd party authorities need to be lodged otherwise some providers will not accept the request.
4. Commence the Pre-assessment inquiries (occupation and health inquiries) – they often arrive before the full data file and intermittently will be required to determine whether clients are eligible for cover at all or what conditions may apply eg. loadings/exclusions/declines.
5. Save all contact notes with institutions/providers in Xplan.
6. Conduct the Xplan Risk Researcher and Wealth Solver process and utilize the Chantwest tools where required to ensure appropriate research is done and saved on file (Dropbox). Additional Xplan tools such as Xtools and IPS to be used where required.
7. Utilize the Xplan software wizards to process the Statement of Advice using the relevant wizards that are available.
8. Vet the Statement of Advice to ensure that it is compliance tested, and formatted correctly, check for typographical errors, and ensure that the Statement of Advice (SOA) flows through from the file notes, fact find, strategy proposal, client goals, objective, that advice(s) scoped in are included and advice(s) scope out are noted, that replacement tables are checked, that commission and referral disclosures are illustrated etc.
9. Forward the completed SOA, Fact Find, Quotations and any relevant information to the SPS for vetting.
10. Upload all relevant client(s) documents to the client(s) Dropbox and Xplan file as required.

3. SPS Support

a. SPS support– provide direct support to the SPS with any other day-to-day administration functions to ensure the smooth operations of the back-office team for Your Future Advice.

b. Special projects– conduct any special project work as required from time to time. Some examples here would be 1. Superannuation clients that have model portfolios that have not been reviewed for more than 2-3 years. The models have likely had manager changes that need to be altered on an annual review. Clients not responding formerly is not an adequate defense. A formal notification would need to go to these clients around this matter; 2. SMSF clients with insure policies where the owner of the policies is the insurer super fund shell – currently needing a change of ownership SOAs; 3. Client contact information is out of date eg. emails. A group of some 50 clients' email notifications are bouncing back requiring updating.

Position Prerequisites

Experience

• RG146 is a bonus but not an absolute prerequisite
• 1-2 years of experience as a Paraplanner in the Financial Planning space, preferably Australian

Personality Fit

• Very organised
• Excellent English verbal and written communication skills - be able to contact
• Providers like Insurance companies and contact Clients through phone and email.
• Can also delegate and coordinate tasks to others.
• Must be friendly and professionally assertive.
• Exceptional attention to detail.
• Enjoys process and repetition of work.
• Self-motivated, ability to read and understand a brief fully, and clarify/confirm direction.
• Ability to maintain high-quality performance with varied deadlines and competing priorities.
• Confident personality, willing to make decisions, own mistakes, and make improvements.

What’s Next?

Ready to make a move? Hit Apply, attach your CV & portfolio, and share your story through our quick questionnaire.

As this is an urgent requirement, if you want to fast-track your application, please connect with Joanne Silang at https://www.linkedin.com/in/jsilang/