Position Description – Client Service Manager Client Service Manager The full time Client Service Manager (CSM) role is responsible for general client services as well as providing support to the Principal & Senior Advisers.
Qualifications The role is suitable for a person who has experience working in the financial services industry, particularly the financial planning or accounting sector. The most preferable appointment would be a person who has successfully completed some financial planning subjects and has aspirations for working in wealth management long term. Previous relevant work experience in a similar role is preferable.
Remuneration Base Salary Guide: $55k+ (inclusive of superannuation, dependent on experience).
Duties Prospective / New Clients – Wealth Management Plan Preparation The role is responsible for assisting Advisers in preparation of the Wealth Management Plan, which may include; Seeking information from the Prospective Client’s accountant, lawyer, stockbroker, former adviser; Seeking information from the ATO, ASIC, fund managers, and other financial institutions; Ensure appropriate authorities are obtained from the Prospective Client to allow full and free access to information required to prepare the Wealth Management Plan; Ensuring the Implementation Page of the Wealth Management Plan comprehensively addresses all administrative functions required to implement the plan; Assist with or take full responsibility for cashflow modelling for the Prospective Client, using assumptions provided by the Adviser; Compiling the final document in preparation for presentation to the Prospective Client. Prospective Clients – Wealth Management Plan Meeting The CSM will be expected to know that the Client / Client Service Officer has; Contacted all parties attending the meeting by no later than the business day before the scheduled meeting to confirm their attendance; Where appropriate the directions to the office should be emailed / mailed to the prospective client to ensure they are able to arrive to the meeting on time; The company diary accurately reflects the time, location and attending parties to the meeting; The Boardroom has been scheduled for the meeting
1|Page
Position Description – Client Service Manager Wealth Management Plan – Implementation Meeting The role is responsible for coordinating all documents required to implement the Wealth Management Plan. New Client Implementation The role is responsible for coordinating the processing of all documents required to implement the Wealth Management Plan. All personal financial documentation has been duly scanned, stored and filed in the CRM (Client Relationship Management) software system. Post-Implementation Meeting The CSM is required to prepare the following for the meeting;
All transactions that have occurred since the inception of the new client portfolio (including closing accounts and new account) Portfolio Valuation statement for both closing and new account Revised Trade Instruction Form / Asset Allocation report All additional information required as per discussions / direction from the relevant Adviser
Client Review Meetings The role is responsible for;
Contact client to book in meeting and discuss key issues to be addressed on the meeting agenda. All diaries to be subsequently updated. Prepare the meeting agenda for discussion with the Adviser. Preparation of Advice, including portfolio rebalancing recommendations for discussion with the Adviser. Update the client’s Lifestyle Funding Target, Total Client Profile and Core Details/Net Wealth Position documents. Generate and check portfolio performance reports and review cash transaction report for entries since last review meeting. Any anomalies to be raised with Adviser. Ensure that the CRM is up to date. Contact client 24 to 72 hours prior to meeting to confirm their receipt of the Agenda. Attending the Client Review Meeting. Lead discussion of Executive Summary in Advice and ensure Authority to Proceed is signed by client. Upload agenda and Advice to client’s Document Safe following the meeting. Keeping notes on the issues discussed for the purpose of preparing a summary / file notes to be distributed to the client and/or their accountant and other advisers post the meeting and for compliance purposes. Update or create Tasks in CRM for future client action items. Coordinating the implementation of the signed Authority to Proceed Forms and other documents signed by the client in collaboration with the Client Service Officer. CSM to provide dual sign off for implementation. 2|Page
Position Description – Client Service Manager
Confirm with client’s accountant in March to May each year that all tax matters have been addressed for the financial year. Ensure accountant sends client tax returns/financial statements to Adviser prior to client review.
Ongoing Day to Day Client Service The role is responsible for overseeing the following tasks are being managed; Client Contact Receive and screen calls and try to attend to client questions without automatically directing the call to the Adviser. Messages taken for Advisers should be as comprehensive as possible. Ensure client fees are being collected correctly via wrap platform and/or personal accounts. Ensure Fee Disclosure Statements are prepared within the required timeframes and provide to the Adviser for review prior to distribution to the client. Work Desk / Work Area Maintaining a clean and tidy workstation at all times Back Office Ensure the back office area is maintained in a tidy manner Ensure client files are maintained in a neat and tidy order Emails / Letter / Fax Ensuring all written communication with clients / prospective clients / professional colleagues is prepared in accordance with company policy and procedure; All correspondence with clients / prospective clients / professional third parties to be saved and stored in CRM in accordance with compliance requirements Weekly Team Meetings Attends all weekly team meetings Contributes to the meetings wherever possible, providing feedback on experiences and observations of day to day activity, client interaction etc Internal Process Development Contribute to the continuous improvement of internal processes. This will include designing and implementing the enhancements.
Professional Development Initial and ongoing training will be provided in the following areas as relevant; Macquarie/BT Wrap (client administration platform) Customer relationship management system – currently AdviserLogic
3|Page
Position Description – Client Service Manager Compliance
To comply with all instructions, procedures and processes of the business as required under the Australian Financial Services License. To comply with the Corporations law, all rules issued by ASIC and the Common law in respect to giving financial advice. To comply with the Rules of Professional Conduct, Practice Guidelines and Code of Ethics of the FPA.
Core Competencies The CSM role has the following core competencies.
The ability to communicate clearly and effectively, both verbally and written. Writing skills need to be particularly strong. The ability to develop good relationships with clients, fellow staff members and other professionals. The ability to type and apply strong skills in Microsoft Word, Excel, and PowerPoint. Able to work under pressure and meet timelines. Able to contribute positively and collaboratively to the team environment.
4|Page
