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TelstraSuper Financial Planning has a long history of providing industry-leading financial planning services for TelstraSuper members and wider Australian community. Our goal is simple - to help clients to improve their financial wellbeing. We have high retention and satisfaction rates and are continually pushing ourselves to improve advice experience for our clients.
The Opportunity
12 Month Fixed Term Contract / Full Time
Hybrid Work - 3 days in the office
Reporting to the Financial Advice Servicing Manager, this role is crucial in delivering exceptional customer service throughout the financial advice journey. This position offers a unique chance to work collaboratively with advisers and support teams to ensure clients receive timely, accurate, and comprehensive service across multiple communication channels. Your contributions will directly enhance the client experience and support the delivery of high-quality financial advice.
As a key liaison between clients and advisers, you will manage client records, prepare for appointments, and ensure all client requests and applications are processed efficiently. You will also champion the voice of the client by providing valuable feedback to improve processes and systems, helping to create a seamless and positive experience for both clients and colleagues.
Key Responsibilities:
Provide exceptional customer service to fund clients throughout the advice journey across multiple channels, ensuring first contact resolution and adherence to service level agreements (SLAs).
Collaborate with the Advice Delivery team to support a quality and efficient client experience.
Prepare for client appointments by ensuring both members and advisers have all necessary information well in advance.
Act as a primary point of contact for clients by resolving administrative enquiries, escalating advice-related questions, and delivering accurate advice documentation.
Manage client records across all systems, maintaining compliance with advice processes.
Vet financial plans for basic compliance elements such as fee structures and formatting.
Process client applications and requests promptly, consistently meeting or exceeding SLAs.
Handle moderately complex client enquiries via telephone and written communication, escalating complex issues to advisers or appropriate staff when necessary.
About You
The successful candidate will have a strong background in client service within a financial advice environment, supported by relevant qualifications or ongoing studies. You will be detail-oriented, organized, and committed to delivering outstanding outcomes for clients. Your ability to communicate clearly and work collaboratively will ensure you thrive in this role.
Additionally you have:
Currently undertaking or completed Diploma of Financial Services or ASFA qualifications; a university degree in a related discipline is desirable.
Demonstrated experience in providing administrative support and client service within financial advice or related financial services.
Sound knowledge of investment, superannuation, taxation legislation, and Centrelink pensions and benefits.
Excellent verbal and written communication skills, robust problem-solving abilities, and the capacity to prioritize and manage time effectively.
We're an Employer of Choice for Gender Equality (WGEA) and believe you should be able to bring your whole self to work so you can be your best every day. We offer a range of benefits to support your work and life including:
Flexible working and leave options
Development and learning opportunities to grow yourself and your career
Health and wellbeing support including flu shots and skin checks
Discounts through our partners including Telstra
To be eligible to apply, you are an Australian or New Zealand citizenship or have permanent residency status.
Applications close:
Friday 23rd of May 2025
No agencies please. TelstraSuper will not accept unsolicited resumes from any source other than directly from a candidate.
Seniority level
Seniority level
Entry level
Employment type
Employment type
Contract
Job function
Job function
Finance, Administrative, and Consulting
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📌 Financial Advice Servicing Specialist
🏢 TelstraSuper
📍 Melbourne