Customer Service Manager

Overview On-site - Pasig | 3-5 Yrs Exp | Bachelor | Full-time Job Description Practice Management Own & manage XPLAN as the key practice management tool to ensure processes are working efficiently Ensure XPLAN software functionality is maximized to gain productivity efficiencies & quality improvements Assist with the regular prioritization & allocation of workflow within the team to meet business objectives & client expectations Proactively identify opportunities & solutions for improvement/refinement & work with the Client Relationship Manager & team to implement change Manage & oversee the administration & accuracy of fees & invoices Compliance Management Own & manage XPLAN as the key compliance management system Maintain a sound understanding of operational compliance across all aspects of a boutique financial planning business that delivers an exceptional & comprehensive service to our clients Work collaboratively with your Client Relationship Manager to embed operational compliance as part of how we do business Client Services Build & maintain client relationships via efficient administration management & client contact, including management of the annual review program Arrange various client meetings for Advisors (diary management) Respond to client enquiries on behalf of the Advisors and refer calls to relevant staff members when unable to proactively assist Appropriately file note interactions with clients Coordinate client communications & mailouts Support the Advisors and Client Relationship Managers with new client leads/enquiries Maintain the monthly client newsletter - add new subscribers, remove archived clients, etc Administration Support Assist with all aspects of the advice preparation, provision & implementation process Assist with data gathering & fact-finding, prepare, lodge & follow up Authority to Access Information requests. Prepare fact find & update data in XPLAN Liaise with paraplanners & other team members to provide the necessary information required to prepare advice documents (SoA, RoA, etc) Prepare client meeting documents & reports Prepare agenda for client meetings Take responsibility for filing notes & action items from client meetings. Notes/recordings will be provided and transported into required templates/outputs Prepare Engagement Agreements & Fee Disclosure Statements, including processing of signed agreements Format & finalize review & Advise Document packs for provision to clients (in meetings or via mail/email), including adding product profiles, PDS & compliance documents Print & bind or generate PDF for email Accurately prepare & process all application forms, redemption, switch & amendment paperwork & monies. Lodge client paperwork & track until completed. Process confirmations Coordinate personal insurance new business workflow including pre-assessment requests, new quotes, underwriting requirements, etc Management of in-force client insurance policies – ensure sufficient cash for premiums, provide tax statements to clients & 3rd party Advisors, prepare new quotes, update client payment details, review existing loadings and exclusions, etc Assist the Client Relationship Manager with new and ongoing client personal insurance claims Update client files, including recording all transactions, and updating the system with changes in personal details Interact with clients & providers on issues relating to client accounts & transactions Ensure all documents are scanned and filed into clients' e-files & XPLAN File clients' emails to XPLAN for Advisors (where required) Maintain compliance fields in XPLAN - ID, FDS, dates, RoA/SoA dates, risk profiles etc Maintain data feeds in XPLAN - investments, platforms, Commpay, etc Maintain the XPLAN client portal - upload documents, process client forms, reset client passwords, etc Assist with the preparation of correspondence, letters, memos, file notes and reports Assist with projects as required Any other duties as required by your Client Relationship Manager and/or Advisors Ensure all transactions and documentation are cross checked by a team member prior to lodgment to ensure quality standards in accordance with licensee compliance framework Liaise with fund managers, technical specialists, legal consultants, Accountants, Mortgage Brokers, Centrelink etc as required Approximately 3 years experience in a client service, compliance, adviser operations or financial planning administration role within the financial services / wealth management sector Demonstrated organizational & prioritization abilities to effectively manage workflow High attention to detail & accuracy with a sound knowledge of compliance obligations Strong working knowledge of XPLAN Agile, individual contributor with ability to influence & collaborate with cross-functional teams Confident communicator both written & verbal who is proactive & gets on with the job at hand Possess or currently working towards your Advanced Diploma of Financial Planning or relevant Undergraduate Degree HR Note: RCReign International Manpower Agency Working Location Please note: If the position requires you to work overseas, please be vigilant and beware of fraud. 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