Client Services Officer

u&u Recruitment Partners; Gold Coast City; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Employee share scheme

Bonus leave days

Purchased leave

Volunteer leave

Enhanced parental leave

Study support

Wellbeing programs

Employee assistance program

Retail discounts

Job summary

u&u Recruitment Partners on the Gold Coast is seeking a client services professional to deliver accurate, timely and compliant support across phone, email, chat and other channels. You will own inquiries through to resolution and maintain complete records to ensure a positive client experience.

You will contribute to service improvements, handle account maintenance, and communicate clearly while managing competing priorities with a warm, engaging approach.

Qualifications

• Demonstrated experience working to service, quality and productivity expectations.
• Strong written and verbal communication with confidence explaining complex information simply.
• Proven problem-solving skills, sound judgement and attention to detail.
• A warm, engaging and personable approach, with the confidence to build rapport quickly.

Responsibilities

• Respond to adviser, client and authorised representative enquiries within agreed service standards.
• Own service requests through to resolution or escal...;
• Process account maintenance, transactions and administrative requests using approved procedures.
• Maintain accurate file notes, client records and supporting documentation.
• Identify and elevate complaints, incidents, risks and errors while contributing to service improvements.

Skills

Customer service focus

Verbal communication

Written communication

Problem solving

Job description

Join a financial services organisation that supports advisers, clients and authorised representatives, where you’ll be part of a fun, social and supportive team.

There’s a strong focus on delivering accurate, high-quality service, but the culture is equally important, with Christmas celebrations, social activities and team events throughout the year. It’s a great opportunity to build your experience within financial services, with genuine learning, development and progression opportunities for people who want to grow.

The opportunity

Reporting to the Client Services Team Leader, you will deliver accurate, timely and compliant support across phone, email, chat and operational service channels. You will take ownership of enquiries through to resolution or effective handover while maintaining complete records and a positive client experience.

• Respond to adviser, client and authorised representative enquiries within agreed service standards;
• Own service requests through to resolution or escal...;
• Process account maintenance, transactions and administrative requests using approved procedures;
• Maintain accurate file notes, client records and supporting documentation; and
• Identify and elevate complaints, incidents, risks and errors while contributing to service improvements.

About the company

Join a financial services organisation that supports advisers, clients and authorised representatives, where you’ll be part of a fun, social and supportive team.

There’s a strong focus on delivering accurate, high-quality service, but the culture is equally important, with Christmas celebrations, social activities and team events throughout the year. It’s a great opportunity to build your experience within financial services, with genuine learning, development and progression opportunities for people who want to grow.

The opportunity

Reporting to the Client Services Team Leader, you will deliver accurate, timely and compliant support across phone, email, chat and operational service channels. You will take ownership of enquiries through to resolution or effective handover while maintaining complete records and a positive client experience.

• Respond to adviser, client and authorised representative enquiries within agreed service standards;
• Own service requests through to resolution or escal...;
• Process account maintenance, transactions and administrative requests using approved procedures;
• Maintain accurate file notes, client records and supporting documentation; and
• Identify and elevate complaints, incidents, risks and errors while contributing to service improvements.

Required experience

You will bring customer service, administration or contact centre experience and a clear, professional communication style. You will be comfortable learning detailed products and processes while managing competing priorities accurately.

• Demonstrated experience working to service, quality and productivity expectations;
• Strong written and verbal communication with confidence explaining complex information simply;
• Proven problem-solving skills, sound judgement and attention to detail; and
• A warm, engaging and personable approach, with the confidence to build rapport quickly.

Benefits

The organisation offers an employee share scheme for eligible permanent employees, up to five additional bonus leave days, purchased leave, volunteer leave, enhanced parental leave, study support, wellbeing programs, an employee assistance program and retail discounts.

At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.

Should you require reasonable adjustments throughout the recruitment process (including alternate formats to apply), or have a preferred method of communication, we encourage you to make a request via ***********@uanu.com or contact u&u on 07 3232 9*** to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.