Customer Services Officer

2 weeks ago

Cebu City, Central Visayas, Philippines WrkPod Full time ₱300,000 - ₱450,000 per year

POSITION PURPOSE

The Customer Services Officer (CSO) provides high-quality client service and administrative support to financial advisers and paraplanners. The role ensures that client requests are managed efficiently, advice is implemented accurately, and the overall client experience is professional, timely, and compliant.

KEY RESPONSIBILITIES

Clients Service & Communication

  • Act as the first point of contact for client enquiries (phone, email, reception).
  • Respond to general client queries promptly and professionally.
  • Schedule and confirm client meetings and reviews.
  • Provide clients with updates on the progress of their requests.

Administration & Processing

  • Prepare and lodge applications for superannuation, investment, and insurance products.
  • Process client transactions (contributions, rollovers, withdrawals, switches, beneficiary updates).
  • Track and follow up outstanding business with product providers.
  • Maintain accurate client records in the CRM (Astute Wheel, Dash MDA).
  • Prepare and distribute review packs and meeting documentation.

Compliance & Record Management

  • Ensure compliance documentation is issued and filed (FSGs, consent forms, fee renewals, privacy notices).
  • Maintain records of client correspondence and advice implementation steps for audit purposes.
  • Support the advice team with internal compliance checks.

Adviser & Paraplanner Support

  • Liaise with product providers to gather valuations, statements, and policy details.
  • Assist paraplanners by providing fact-find data and supporting documents.
  • Monitor work in progress and flag potential delays to advisers.
  • Prepare reporting summaries and assist in implementing advice strategies.

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