Client Services Officer

Retirement & Pensioner Planning; Melbourne; On-site; AUD 38,000 - 52,000; Full time

Job summary

Retirement & Pensioner Planning – Wheelers Hill VIC is seeking a Client Services Officer to support the delivery of holistic financial planning services. You will act as the operational link between clients, financial advisers and accountants, coordinating information, communications and documentation to ensure a seamless client experience from enquiry through implementation and ongoing service.

The role blends client service, administration, compliance support and workflow management across

Qualifications

• Experience in administration and client service within professional services.
• Proven ability to manage client information and documentation.
• Familiarity with CRM/practice management systems and taxation workflows.

Responsibilities

• Develop and maintain positive client relationships as the bridge between financial planning and accounting.
• Answer incoming calls and client correspondence; action, escalate or resolve inquiries.
• Coordinate appointments, meetings and review schedules; keep clients informed of progress.
• Assist with implementation activities and gather information from clients and third parties.
• Coordinate annual tax return workflows and prepare client tax information requests.
• Monitor workflow deadlines and ensure work progresses efficiently; support post-lodgement administration.

Skills

Client service

Administration

CRM systems

Attention to detail

Organisational skills

Communication skills

Problem solving

Prioritisation

Job description

Retirement & Pensioner Planning – Wheelers Hill VIC

The Client Services Officer plays a critical role in supporting the delivery of our holistic financial planning services.

As the operational link between our clients, financial advisers and accountant, you will help ensure a seamless client experience from initial enquiry through to implementation, review and ongoing service.

This role combines client service, administration, compliance support and workflow management responsibilities across both financial planning and accounting. You will be responsible for coordinating client information, managing communications, preparing documentation, maintaining records and ensuring work progresses efficiently and accurately.

The successful candidate will be highly organised, proactive and client-focused, taking ownership of tasks and helping ensure clients receive an exceptional experience at every interaction.

About You

You are an organised, proactive and client-focused professional who enjoys building relationships and helping things run smoothly behind the scenes.

You take pride in delivering exceptional service and understand that small details can have a significant impact on the client experience. Whether you're liaising with clients, preparing documentation or managing competing deadlines, you approach your work with professionalism, accuracy and a genuine desire to help others.

You are naturally curious and enjoy solving problems. Rather than waiting to be asked, you take ownership of tasks, identify issues and proactively work towards solutions. You are comfortable working across multiple priorities, maintaining high standards and supporting a busy professional team.

Most importantly, you are someone who cares about doing things properly. You understand the importance of accurate records, strong communication and maintaining trust with both clients and colleagues.

About Us

Our mission is to enable people to live their best lives through financial freedom, by providing bespoke financial advice that covers decades and lifetimes. As a financial planning company that has been servicing our clients for over 20 years, we are dedicated to providing leadership and clarity to clients, in the midst of constant national and global economic, political and social changes.

While our trade is financial advice, empowering people to live their best lives is so much more than financial management. We focus on our clients’ needs and wants, we help them articulate their vision and see their future opportunities and possibilities. We cover the full financial toolkit – from superannuation, investment and retirement strategies through to personal insurance, social security advice and beyond. Being able to provide holistic advice that informs our clients of their possibilities is important to us, which is why we are a non-aligned company that is not associated with any bank or company.

What We Offer

We are a small team who works every day to understand our clients’ needs and wants, so we can provide the best service and financial advice possible. Our office is small, but mighty – we have a people-first culture that means we value the uniqueness and diversity of every client and team member. As part of our team, you will be a valued staff member who is supported by a team of like-minded individuals.

Education is a core focus for us, and we will support you to study or experience development opportunities within the team. Being tight-knit means no single day is the same – as the needs of the team change and grow, there are opportunities to experience more than the role, which can open new career pathways.

Responsibilities of the Role

Client Service

• Develop and maintain positive relationships with the clients, acting as a bridge where necessary between our financial planning and accounting practices.
• Answer incoming calls and respond to client correspondence.
• Ensure client enquiries are actioned, escalated or resolved in a timely manner.
• Coordinate appointments, meetings and review schedules.
• Keep clients informed regarding progress and outstanding requirements.
• Deliver a consistently professional and positive client experience.
• Assist with implementation activities and administration arising from financial advice recommendations, including gathering information required from clients and third parties.
• Ensure external organisations hold accurate client details and current third party authorities.
• Monitor and follow up outstanding client requirements
• Assist the team with preparation for client meetings and client documentation, including creating Records of Advice.
• Ensure client data and files are maintained in accordance with internal procedures and compliance requirements, including meeting notes.

Administration Support – Taxation

• Coordinate annual tax return workflows.
• Prepare tax return checklists and client information requests.
• Collect, organise and review documentation provided by clients.
• Liaise with clients to obtain outstanding taxation information.
• Prepare workpapers and supporting documentation for accountant review.
• Complete administrative processing and data entry requirements.
• Monitor workflow deadlines and ensure work progresses efficiently.
• Assist with ATO correspondence and other administrative taxation requirements.
• Support post-lodgement administration activities.

What do we expect this role to achieve?

• Deliver an exceptional client experience across both accounting and financial planning services.
• Act as a trusted point of contact for clients
• Reduce administrative burden on advisers and the accountant.
• Improve workflow efficiency and turnaround times.
• Ensure client information is accurate, complete and up to date.
• Maintain high-quality client records and documentation.
• Support compliance and quality assurance requirements.
• Assist in creating scalable and efficient business processes.
• Contribute positively to team culture and operational effectiveness.

Hours

Full time (35 hours), Part Time hours possible

Experience

• Previous experience in administration, client service or professional services.
• Understanding of financial planning, taxation or client administration processes with experience in a professional services environment desirable but not essential.
• Experience using CRM/practice management systems.

Skills

• Outstanding organisation and administration skills.
• Strong attention to detail.
• Professional communication skills.
• Ability to build strong client relationships.
• Strong problem-solving capability.
• Ability to prioritise competing demands.
• Ability to work independently and take ownership of outcomes.
• Strong technology and systems capability.
• Commitment to delivering an exceptional client experience.