Wealth Platform Client Support - Investments

Praemium; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary

Professional development

Novated leasing

Volunteer leave and parental leave

Paid study leave

Job summary

You’ll bring 2+ years in client-facing roles within financial services, strong investment and platform knowledge, and the ability to translate complex information into straightforward answers for advisers. A proactive, accurate, and composed approach is essential as you engage internal teams to resolve issues and enhance the client experience.

Qualifications

• At least 2 years’ experience in a client-facing role within an investment or wealth platform, financial advice business, managed accounts environment, superannuation or broader financial services organisation.

Responsibilities

• Act as a first point of contact for advisers and clients, responding to enquiries across phone, live chat and email, managing cases end-to-end and delivering timely and accurate outcomes.
• Investigate client queries, identify underlying issues and work with the appropriate internal teams where specialist support is required.

Skills

Client-facing experience

Investment knowledge

Clear communication

Job description

Wealth Platform Client Support - Investments

As a Support Consultant - SMA and Superannuation, you’ll be the first point of contact for financial advisers using Praemium’s managed accounts, investment platform and superannuation solutions.

You’ll respond to enquiries across phone, live chat and email, helping advisers navigate the platform, understand investment and superannuation processes, and resolve a diverse range of queries.

You’ll take ownership of enquiries from start to finish, investigating issues, using available systems and knowledge, engaging the right internal teams when needed, and keeping advisers informed through to resolution. This is a hands-on client service role where your investment knowledge, problem-solving skills and ability to communicate clearly will make a real difference to the adviser experience.

About You

You have at least 2 years’ experience in a client-facing role within an investment or wealth platform, financial advice business, managed accounts environment, superannuation or broader financial services organisation.

You bring strong investment and platform knowledge, along with a sound understanding of retail superannuation. You’re comfortable discussing concepts such as managed funds, ETFs, Australian and international equities, trading, cash, fees and investment transactions, and ideally have some exposure to SMA or managed account structures.

You’re confident working with financial advisers and can understand what they’re trying to achieve, explain processes clearly and turn complex information into straightforward answers.

Importantly, you take ownership. You’re someone who investigates rather than simply referring a query elsewhere, can manage competing priorities and SLAs, and remains accurate and composed when dealing with more complex client issues.

Key Responsibilities

• Act as a first point of contact for advisers and clients, responding to enquiries across phone, live chat and email, managing cases end-to-end and delivering timely and accurate outcomes.
• Investigate client queries, identify underlying issues and work with the appropriate internal teams where specialist support is required.

Investment, Platform & Superannuation Support

Support advisers with a broad range of enquiries, such as:

• How Praemium’s advice-based superannuation offering works and how new accounts are initiated.
• Platform access and navigation queries.
• Cash account balances and investment transactions queries.
• Buy and sell orders, rebalances and investment instructions.
• Fees and transactions appearing on the platform.
• Status updates on platform-related requests.
• Build trusted relationships with advisers by understanding what they are trying to achieve, setting clear expectations and explaining outcomes in a clear, practical way.
• Help advisers confidently navigate and transact through the platform while delivering a responsive and solutions-focused experience.
• Work closely with internal teams to investigate and resolve issues, share knowledge across Client Services and identify recurring themes or opportunities to improve processes, products and the overall client experience.

What’s In It For You?

• Hybrid working, with a mix of home and office-based work
• Competitive salary and incentives
• Professional development, stretch opportunities and annual development plans
• Access to novated leasing
• Additional leave options, including volunteer leave, plus parental leave support
• Paid study leave and ongoing learning and development opportunities
• Access to hundreds of learning courses through our learning management platform
• Wellbeing support, flu vaccinations, EAP, retail discounts and referral bonus
• Modern CBD office with barista coffee, fresh fruit daily and end-of-trip facilities
• A social and connected culture including team events, book club, footy tipping and weekly drinks

We are committed to building a diverse and inclusive workforce and welcome applications from all qualified candidates.

This is a permanent, ongoing role. Applicants must be an Australian or New Zealand citizen or Australian permanent resident. We are unable to provide visa sponsorship for this position. Police checks apply to successful candidates.

About Us

Praemium is a trusted partner to leading wealth management firms, delivering a next-generation platform that brings all aspects of an investor’s wealth together in one place.

Our technology is 100% developed in-house, giving advisers access to innovative, continually evolving capability across reporting, custody, trading, asset management and data integration.

We support advisers with both custodial and non-custodial solutions across Spectrum, Scope, and Scope+, enabling holistic and highly scalable wealth management.