Customer Service Officer - Unlimited Growth Potential

Customer Support Officer

Phoenix Advisory Group is a boutique Financial Services firm specialising in financial planning, wealth creation, wealth protection, retirement planning and investment management. We harness innovative tools, technologies, and platforms to analyse; prepare and facilitate tailored financial advice. Through honest, accurate and strategic advice we deliver results and an all-round brilliant experience for our clients.

About the Role:

Primarily the role will be assisting in the onboarding process of our new clients, implementation of superannuation and insurance advice and ongoing service. Initially the role requires 10-20 hours per week, with the option to move to Full Time for the right candidate.

Responsibilities include:

• Receiving inbound calls
• Initial onboarding of brand new clients administratively including welcome call
• Scheduling calls/reviews with appropriate team members
• Performing research and facilitating administrative maintenance of client’s external accounts/policy’s
• Following up clients on the signing/completion of advice and implementation documents including RoAs, SoAs, Fee Disclosure Statements, Execution Orders, Third Party Authority
• Updating client’s fact find, facilitating updating of Binding Death Benefit Nomination
• Prefilling superannuation and insurance forms/paperwork.
• Liaising with third parties to ensure implementation of advice, including 3-way calls
• Accurately following digital document control procedure, workflows and completing checklists in set timeframes.
• Cross-referencing CRM reports/tasks with product provider reports
• Accurately recording, updating, and maintaining client information including maintaining accurate file notes in the CRM, superannuation platform and insurer’s advisor portals
• Multi-Email inbox management
• Handling inbound and outbound physical mail
• Monthly reporting
• Adhoc maintenance of digital product provider platforms as directed by management
• Providing high level administrative support to the adviser/s, and the broader wealth team

About You:

• Ideally have a minimum 1 years’ experience working with superannuation and wealth protection insurance (Life, TPD, IP, Trauma etc)
• You have a broad product and technical knowledge that will include insurance, superannuation, and portfolio management
• You’re enthusiastic about pursuing a long-term career within financial planning and are interested or have already started tertiary studies
• You have impeccable follow-up skills
• Ideally you have experience with Advisor Logic
• Ideally you have experience with Docusign or other digital signing products
• You present yourself professionally over the phone and have strong relationship building skills
• You genuinely care for the success of clients and fellow team members
• You have exceptional written and verbal communication, interpersonal and prioritisation skills
• You are attentive to details and respect the importance of process and compliance standards
• You have intermediate Microsoft Suite skills, (especially Excel) as well as experience with Microsoft 365 online.
• You enjoy collaboration and can work with your team to create/improve templates, tools and planning.

What we offer:

• Opportunity for Hybrid working after initial training phase
• Opportunities for growth within your role
• Opportunities for cross-training
• Your perspective/ideas will be heard and valued
• Remuneration respective to candidate’s experience

Please include your resume and a brief cover letter in your application