Client Service Officer - Lead

JEM Wealth; Brisbane; On-site; AUD 120,000 - 180,000; Full time

Job summary

JEM Wealth in Brisbane, Australia, seeks a senior Lead CSO to own the client service onboarding and SOA processes. You will drive complex implementations, manage workflow, and provide a steady, trusted hand as the CSO function scales. The role includes mentoring colleagues and shaping best practices across advisory operations.

You will work with platforms like Macquarie, BT Panorama, CFS FirstChoice and FirstWrap, ensuring accuracy and compliance across the full CSO lifecycle.

Qualifications

• Extensive CSO experience with end-to-end onboarding and SOA implementation.
• Independent, self-directed and capable of owning complex work.
• Highly conscientious, accurate, organised and reliable.
• Strong knowledge of platforms including Macquarie, BT Panorama, CFS FirstChoice and FirstWrap.

Responsibilities

• Manage workflow and timeliness.
• Implement complex Statements of Advice.
• Handle business administration.
• New client onboarding.
• KYC/AML verification.
• Complete review cycle management.
• Ongoing fee arrangements.
• Shape CSO function as the firm grows.
• Mentor team members.

Skills

Leadership

KYC/AML verification

SOA implementation

Workflow management

Mentoring

Tools

Macquarie

BT Panorama

CFS FirstChoice

FirstWrap

Financial Advising CRM

Microsoft 365

Job description

This is a senior, lead level role within the client service function at the Annerley (South Brisbane) Office. You will own and drive work that keeps the advice engine running smoothly, from new client onboarding through to complex implementation, and you will help lift the standard of the whole team. Day to day you will manage workflow and timeliness, implement complex Statements of Advice, handle business administration, and be the steady, trusted hand others turn to. As the firm grows, you will help shape how the CSO function scales, and mentor those coming up behind you.

Key responsibilities

Manage workflow and timeliness

Implement complex Statements of Advice

Handle business administration

New client onboarding

KYC/AML verification

Complete review cycle management

Ongoing fee arrangements

Help shape how the CSO function scales as the firm grows

Mentor team members

About you

Experienced CSO who sees this as a long term profession

Independent and self directed, able to take ownership of complex work and drive it to completion without close supervision

Highly conscientious: accurate, organised, and reliable

Deep experience across the full CSO process: new client onboarding, KYC/AML verification, the complete review cycle, ongoing fee arrangements, and workflow management

Confident, hands on knowledge of major platforms including Macquarie, BT Panorama, CFS FirstChoice and FirstWrap

Strong strategy implementation across superannuation contributions, pensions and transition to retirement, insurance, Centrelink and age pension, deceased estates, and EPoA matters

Lead level capability in complex SOA implementation

Excellent command of a Financial Advising CRM, Microsoft 365, and sound document and compliance discipline

About us

JEM Wealth is a growing financial advice firm based in Brisbane and Toowoomba. We are small enough that every person matters and large in ambition. We have invested in clean, well designed processes and modern technology so our people can do their best work. Our culture is shaped by three Christian values: Act Justly, Love Mercy, and Walk Humbly. In practice that means we do the right thing and hold ourselves to a high standard of integrity and diligence. We lead with genuine care and patience for our clients and each other. And we stay teachable, serve without ego, and let the quality of our work speak for itself.

A real long term home and career, not a stepping stone

A genuine voice in how we grow, and the chance to help build the future of the firm

Modern systems and thoughtfully designed processes

A supportive, values driven team and ongoing professional development

A competitive salary, reflecting your experience and seniority