Advice Support Officer is a critical role within a life insurance financial advice practice, providing administrative, processing and operational support to Financial Advisers. The primary purpose is to relieve advisers of the end‐to‐end administrative burden associated with life insurance applications and client on‐boarding, enabling them to dedicate their time to client engagement, strategic advice formulation and policy reviews.
This position demands an exceptional level of accuracy, technical knowledge of life insurance products and underwriting processes, and a proactive, service-oriented mindset. The Advice Support Officer is the operational backbone of the advice team; owning administrative workflows from inception through to policy issue, and serving as the primary liaison with insurers, clients and internal stakeholders on all processing matters.
Key Accountabilities
* Coordinate adviser diaries and help advisers with meeting preparation and post‐meeting action items.
* Provide advisers with regular status updates on all in‐progress applications and outstanding actions.
* Undertake research on client's existing products including legacy policies.
* Generate life insurance comparison quotes across multiple platforms to support adviser recommendation preparation.
* Assist in preparing and submitting medical pre‐assessment requests with insurers.
* Prepare Statements of Advice (SOA) and Records of Advice (ROA) support documentation, including product comparisons, quotes, replacement policy schedules and needs analysis inputs, working closely with the adviser.
* Submit SOA requests to either an external paraplanner or an internal software system and check the accuracy of draft advice.
* Assist with policy lapse notifications and update client payment details.
Application Management & Processing
* Prepare, complete and lodge life insurance applications across all major insurer platforms with a high degree of accuracy.
* Proactively manage outstanding underwriting requirements by coordinating with clients, medical practitioners, and insurer case managers to minimise delays.
* Respond promptly to insurer queries, requests for additional information, and non‐standard underwriting decisions, escalating to the adviser where appropriate.
* Process policy variations, alterations, cancellations and reinstatements in a timely and accurate manner.
Client Communication & Relationship Support
* Serve as the first point of contact for clients on all administrative and processing‐related matters, delivering a professional and reassuring experience throughout the application journey.
* Prepare and issue client‐facing correspondence including cover letters, application checklists, policy delivery letters and premium confirmation notices.
* Coordinate and follow up on medical examinations, blood tests, attending physician statements (APS) and paramedical requirements on behalf of clients.
* Maintain client records and contact details within the CRM system, ensuring data integrity and compliance with privacy obligations at all times.
Compliance & Risk Management
* Ensure all client files, application documents and advice records meet licensee compliance standards and relevant regulatory requirements (including Corporations Act, FASEA/AFCA obligations and internal policies).
* Identify and escape potential compliance concerns, conflicts of interest or file deficiencies to the adviser or Head Of promptly.
* Maintain ongoing knowledge of ASIC guidance, FSC Life Code of Practice obligations and relevant industry standards.
* Maintain and improve administrative workflows, templates, checklists and process documentation to drive practice efficiency and consistency.
* Identify opportunities to streamline application processing, client communication and file management activities.
* Contribute to practice meetings, team planning sessions and professional development activities.
* Load new policies and changes into XPLAN Commpay with a high level of accuracy.
Key Capabilities Required (Qualifications, Experience and Skills)
* Must be RG146 qualified in Life Insurance and Superannuation (or equivalence – e.g. Diploma of Financial Planning) or be willing to quickly achieve this as part of the onboarding.
* Extensive hands‐on experience in a financial advice firm supporting financial advisers and in the life insurance customer life‐cycle.
* Deep understanding of life insurance sector, products and processes in Australia.
* Demonstrated ability to use XPLAN, including workflow and Commpay for premiums.
* Excellent verbal and written communication skills.
Equal Opportunity Employer
Avant supports doctors so they can serve Australia's diverse communities. Having diversity in our workforce brings valuable perspectives and strengthens our ability to support healthcare professionals.
We therefore welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally diverse communities, LGBTQIA+ individuals, people with disabilities, and those with caring responsibilities.
Our inclusive workplace is somewhere everyone can succeed.
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