Senior Client Services Lead - Financial Planning

CBR Recruitment; Canberra; On-site; AUD 90,000 - 130,000; Full time

Job summary

LPW, a Canberra-based financial planning firm, seeks a Senior Client Services Officer to support the Client Service Manager and lead the client services team. You will mentor junior staff, help onboard new clients, and act as the primary contact for client inquiries in a diligent, detail‑oriented environment.

With experience in financial planning or banking, you will help develop customer service policies, monitor KPIs, and ensure regulatory compliance.

Qualifications

• Experience in financial planning or banking environments.
• Ability to lead and develop a client services team.
• Strong attention to detail and time management.
• Experience mentoring and training team members.
• Understanding regulatory and compliance requirements.
• Knowledge of producing Statements of Advice is highly desirable.

Responsibilities

• Oversee daily operations and manage junior staff.
• Assist, train, and mentor junior team members.
• Support onboarding for new clients.
• Act as a point of contact for clients and inquiries.
• Assist in developing and implementing customer service policies and practices.
• Monitor KPIs and analyze customer feedback.
• Handle escalated or complex client issues with timely resolution.
• Collaborate with advisers and managers to ensure a positive client experience.
• Maintain internal controls and documentation for audits and reviews.
• Ensure compliance with industry regulations and internal policies.

Skills

Leadership

Time management

Mentoring

Regulatory knowledge

Client service

CRM experience

Education

Finance or business administration qualification

Tools

Xplan

BT

SharePoint

Netwealth

Copilot

Claude

Hub24

Job description

LPW, a Canberra-based financial planning firm, seeks a Senior Client Services Officer to support the Client Service Manager and lead the client services team. You will mentor junior staff, help onboard new clients, and act as the primary contact for client inquiries in a diligent, detail‑oriented environment.

With experience in financial planning or banking, you will help develop customer service policies, monitor KPIs, and ensure regulatory compliance.