Client Support (Investment Portfolio Platform)

Praemium; City of Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Permanent role

Paid parental leave

Health & wellbeing programs

Job summary

Praemium in Melbourne seeks a Client Experience specialist to be the first line of support for financial advisers and wealth managers using the Spectrum platform.

You will manage a mix of phone, chat, and email inquiries, handle portfolio administration, reporting, and complex settlement tasks. This permanent, hybrid role offers professional development, paid leave, and an annual bonus opportunity.

Qualifications

• 2+ years' experience in platforms, investments, super or in a financial advice practice.
• Knowledge of investment concepts including trading activity, asset allocation and tax considerations.

Responsibilities

• Be the first point of contact for financial advisers and wealth managers using Spectrum.
• Handle queries via phone, live chat and email within SLAs.
• Assist with portfolio administration and client reporting.
• Guide clients through withdrawals, contributions, deposits, and asset transfers.
• Support trade placement and settlement progress, including complex cases.
• Help clients purchase wholesale products and understand pricing.
• Provide guidance and troubleshooting to clients.

Skills

Wealth management knowledge

Strong client communication

Tech-savvy

Troubleshooting

Education

RG146 certification

Tools

Praemium platform

Job description

Due to an internal promotion, we have an opportunity available on our Client Experience team. You will be the first point of contact for financial advisers and wealth managers using our Spectrum platform. In the role, you'll handle a diverse range of queries balancing phone calls, live chats and email tickets within agreed SLAs.

Support involves:

• Assisting with portfolio administration - resolving portfolio visibility issues, user maintenance, and opening/closing portfolios
• Guiding clients through withdrawals, contributions/deposits, transferring assets in (CBO/NCBO), and nominating bank accounts
• Supporting trade placement and settlement progress tracking, including more complex cases such as external broker trades where Praemium doesn't hold power of attorney
• Guiding clients through the steps involved in purchasing wholesale products
• Generating client reports/statements and assisting clients with how to do so
• Investigating reporting variances e.g. differences between adviser-calculated returns and platform-calculated returns (Time Weighted Return vs Return on Average Value), incorrect pricing, or dividends not received within the report period
• Split your time between home and the office in a way that works for you (home 3 days, office minimum 2 days). Until you are up and running in the role, you are expected to be in the office more days to receive training
• Competitive salary and annual bonus opportunity
• Permanent role
• Comprehensive leave benefits including paid parental leave, purchased leave, volunteer leave and study leave
• Professional development opportunities, stretch opportunities and annual development plans
• Access to self-paced online training courses covering a range of professional and development topics
• Great office location on 367 Collins Street
• Monthly social events, team lunches and annual celebrations
• Access to health & wellbeing programs, flu shots and EAP
• Employee recognition programs (peer awards, monthly and annual recognition)
• Bookclub, footie tipping, and lots of ways to engage with the wider team

Ideal for Someone Who

• Holds an RG146 or has a strong wealth management background
• Understands investment concepts including trading activity, asset allocation, corporate actions and tax considerations
• Is tech-savvy: comfortable navigating complex financial systems
• Enjoys engaging with clients, troubleshooting and providing guidance
• Has a minimum of 2 years' experience in platforms, investments, super or in a financial advice practice
• Has previous Praemium platform experience (highly desirable) and is interested in this side of financial services
• Experience with Dividend Reinvestment Plans, datafeeds, and performance/tax reporting is valued