Lonsec empowers financial services professionals with disciplined, actionable investment research and strategies that add value to their client relationships.
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Current opportunitites with Lonsec
Client Service Officer
Created 25 May 2017
Top skills desired
CLIENT SERVICE OFFICER Sydney location The primary responsibility of this role is to support the day to day relationships with CCUBE clients who are utilising the CCUBE software. CCUBE software delivers a total software package enabling financial planning practices to efficiently manage their client database, provide in-depth management and compliance reports, manage workflows of users, develop standard email and document templates, model client strategies, utilise an advice wizard to generate Statements of Advice, report on client portfolios (PMS). KEY RESPONSIBILITIES • The Client Service Officer role is to provide support for CCUBE users requiring assistance with their use of CCUBE • Handling inbound client queries about how to use specific features through to low-level technical issues • Providing over the phone support to clients • Provide training for new users, at either client’s premises or via webinars • Provide ongoing training for users via regular webinars • Develop training material including videos • Maintaining the user database and providing management reporting on new users • Identifying and resolving any technical or client issues • Conducting regular client courtesy calls • Assisting management to maintain a range of reports, newsletters and bulletins that are regularly updated on the site • Supporting the rollout of product enhancements as required • Liaise with the CCUBE development team to ensure efficient communication of software bugs and enhancement suggestions • Identifying potential sales opportunities and liaising with CCUBE’s sales team Regularly (Daily/Weekly) • Provide support to clients on products and services (phone & email) • Communicate courteously with clients by telephone, email, letter and face to face • Manage the CCUBE database (client set up, platform menus etc.) • Provide assistance to BDMs • Manage the CRM system ensuring accuracy of records for support requests by users and their enhancement requests • Manage reporting databases (contracts/client spreadsheets) • Liaise with India development team re-operation of system Monthly • Publish monthly reports, newsletters and bulletins. • Manage the client subscription database • Regular communication of enhancement requests, and expected delivery as planned by development team Quarterly • Manage the quarterly comments process • Client reporting Regularly (Daily/Weekly) • Provide support to clients on products and services (phone & email) • Communicate courteously with clients by telephone, email, letter and face to face CCUBE Integrated Wealth Pty Ltd ACN: 608 229 885 Level 6, 2 Bulletin Place Sydney, NSW, 2000 • Manage the CCUBE database (client set up, platform menus etc.) • Provide assistance to BDMs • Manage the CRM system ensuring accuracy of records for support requests by users and their enhancement requests • Manage reporting databases (contracts/client spreadsheets) • Liaise with India development team re-operation of system OTHER REQUIREMENTS OF THE ROLE Your role may require you to work from other CCUBE or client locations at times. You must, therefore, be willing and able to travel in order to fully execute your role.
- A minimum of twelve months working in client servicing and administration roles within the broader financial services industry
- Paraplanning experience is highly regarded
- Experience working with IT based solutions in sales and support roles
- Effective customer service and relationship skills including the ability to build rapport by phone and email
- Sound understanding of the broader financial services industry including financial planning
- Able to create documents, reports, spreadsheets and to assist with the creation of presentations