Senior Client Experience Lead - Cross-Border Financial Advice

Hoxton Wealth Group; Sydney; On-site; AUD 90,000 - 125,000; Full time

Job summary

Hoxton Wealth Group in Australia seeks a Senior Client Service Officer to own day-to-day client experience, working with advisers, paraplanners and operations. This role is a senior contact for clients, guiding junior staff and ensuring service workflows run smoothly across cross-border needs.

You will leverage modern advice technology, identify bottlenecks, and help improve templates, checklists and processes.

Qualifications

• 3+ years' client services experience in Australian financial advice firms.
• Sound understanding of advice documents and advice workflows.
• Experience using financial planning software, research tools and modelling tools.
• Hands-on experience with onboarding, platform and super fund paperwork, and ongoing fee arrangements.
• Excellent written and verbal communication skills.

Responsibilities

• Act as a senior point of contact for client queries by phone, email and CRM, including escalated or complex matters.
• Manage inbound and outbound client communications in a timely and professional manner.
• Coordinate client meetings, review cycles and adviser diaries.
• Follow up outstanding client requests, documents and third-party information.
• Manage new client onboarding, including engagement documents, disclosures and fact find documentation.
• Prepare and process forms, applications and service requests, including for clients with overseas assets and UK pension transfers.
• Work with product providers, superannuation funds, and platforms.
• Manage ongoing service arrangements, including Ongoing Service Agreement renewals and fee consent tracking.
• Track advice workflows and make sure files move through each stage on time.
• Review work prepared by junior client services staff, and mentor them.

Skills

Client services

Communication

Attention to detail

Organisational skills

Mentoring or reviewing staff

Cross-border experience

Education

Financial adviser qualification

Tools

Marloo

Job description

Hoxton Wealth Group in Australia seeks a Senior Client Service Officer to own day-to-day client experience, working with advisers, paraplanners and operations. This role is a senior contact for clients, guiding junior staff and ensuring service workflows run smoothly across cross-border needs.

You will leverage modern advice technology, identify bottlenecks, and help improve templates, checklists and processes.