Client Services Officer

This role focuses on supporting established processes and procedures to optomise workflow, maintain service standards, and deliver an excellent client experience. The post holder will contribute positively to the team, helping to build a multi-skilled, cross-trained function.

As a Client Services Officer, you will be instrumental in delivering a client-focused operational service to clients, distribution partners, and service providers. You will be responsible for completing operational tasks while also supporting team members with ad hoc service-related requests, ensuring the smooth and effective running of the function.

Duties & Responsibilities:

• Deliver services in line with the established Service Model and defined service standards for the function.
• Ensure adherence to processes and proactively identifying and escalating any issues requiring attention
• Work proactively with other business functions and stakeholders.
• Ensure fees related to the functions responsibilities are accurately recorded and posted in a timely manner, in line with established processes.
• Undertake and participate in relevant management of departmental meetings.
• Conduct periodic reviews of work to ensure compliance with policies and procedures, maintaining high standards of quality.
• Ensure complaints, errors and omissions are dealt with as per company policy.
• Monitor the daily progress of assigned cases to ensure timely completion.
• Manage and follow up on outstanding cases to ensure resolution within expected timeframes.
• Maintain accurate, up-to-date records across all relevant systems used to process and manage work.
• Support the function by assisting with and undertaking casework as required.
• Contribute to employee training programmes.
• Actively participate in and contribute to weekly team meetings.
• Undertake additional reasonable duties within the scope of the role, as required to support the business.

Qualifications & Experience:

• Relevant Tertiary qualifications (e.g. Business Administration, Finance, Economics, or related field).
• Diploma or Certification in Financial Services, Compliance, or Client Services (advantageous).
• Strong proficiency in MS Office (particularly Excel, Word, and Outlook).
• 13 years experience in a client services or administrative role, preferably within the financial services industry.
• Experience supporting client onboarding, including KYC/CDD processes and documentation.
• Exposure to handling client queries and maintaining high service standards.
• Experience working with internal systems (e.g. CRM or case management systems such as Salesforce).

Competencies:

• Strong organisational and administrative skills.
• Ability to work as part of a team and positively influence and contribute to the team.
• Strong communication skills across phone, in-person, and video platforms, with the ability to engage effectively with clients and colleagues.
• Ability to work with confidential and sensitive data.
• Good time management.
• Ability to work under pressure and manage multiple tasks effectively.
• Proven ability to build and maintain strong client relationships while delivering a high standard of service.
• High level of commitment with a proactive and positive attitude.
• Demonstrates high ethical standards and a strong commitment to safety in all aspects of work.
• Approaches work with energy, enthusiasm, and a service-oriented mindset.
• Be attentive to detail and work methodically and accurately.
• Acts with integrity and professionalism in all dealings, maintaining trust and good faith with the Company, its clients, and suppliers.
• Maintain a professional and courteous manner when interacting with colleagues and clients.
• Demonstrate initiative and the ability to work independently.
• Be able to work independently.
• Adopt a flexible and willing approach to working hours, supporting team and business needs as required.