Customer Service Officer/Paraplanner

CUSTOMER SERVICE OFFICER (CSO) / PARAPLANNER

Location: Tarlac

Shift: Mondays to Fridays, 7:00 AM to 4:00 PM

Arrangement: Onsite, Full Time

Unlock your potential At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, and Philippines supporting our global clients in the accounting industry.

About this role…

We are seeking a proactive, detail-oriented, and technically proficient Customer Service Officer / Paraplanner to join our dynamic financial planning team. In this pivotal role, you will support our Financial Planners by researching, analysing, and preparing tailored financial strategies that help clients achieve their goals. You will combine analytical rigour with a client-first mindset, ensuring advice is accurate, compliant, and delivered to the highest standard. This is an excellent opportunity for someone who thrives on problem-solving, enjoys working with numbers, and takes pride in producing high-quality work that directly contributes to outstanding client outcomes.

Key Responsibilities:

• Support Financial Planners in preparing for and conducting client meetings, including gathering and verifying client financial data.
• Research financial products, platforms, and strategies to ensure recommendations align with clients' goals and are in their best interests.
• Analyze client information and prepare detailed financial modelling, including cash flow projections, investment strategies, superannuation analysis, and retirement planning scenarios.
• Draft Statements of Advice (SoAs), Records of Advice (RoAs), and other client documentation with a high level of technical accuracy.
• Assist with the implementation of advice, including liaising with product providers, completing application forms, and ensuring timely follow-up until completion.
• Collaborate with the administration and operations team to ensure all paperwork, compliance requirements, and client documentation are accurate and complete.
• Maintain a current understanding of financial legislation, compliance requirements, market trends, and product developments to provide high-quality technical support.
• Prepare tailored client reports and presentations, covering investment strategies, insurance needs analysis, estate planning considerations, and retirement planning.
• Manage workflows within financial planning software and CRM systems, ensuring timely progress of client advice and service delivery.
• Act as a key liaison point for product providers, investment platforms, and other third parties to gather accurate information and support efficient client outcomes.
• Support advisers with ongoing client service requirements, including portfolio reviews, performance reporting, and ad hoc research requests.
• Ensure all activities meet regulatory requirements, internal policies, and industry best practices.
• Contribute to process improvements and the development of best-practice paraplanning and client service procedures.

Qualifications:

• Relevant tertiary qualifications in finance, economics, or financial planning.
• Diploma of Financial Planning (DFP) or Certified Financial Planner (CFP) designation is highly regarded.
• Proven experience as a Paraplanner or in a similar role within a financial planning or wealth management environment.

Skills:

• Strong attention to detail with a commitment to accuracy and quality in all work.
• Solid understanding of financial planning concepts, strategies, and regulatory requirements.
• Proficiency in financial modelling, cash flow analysis, and the preparation of client-ready reports.
• Skilled in using financial planning software (e.g., Xplan or similar) and Microsoft Office suite (Excel, Word, PowerPoint).
• Excellent written and verbal communication skills, with the ability to translate complex financial concepts into clear client documentation.
• Highly organized with strong time management skills and the ability to prioritise competing tasks in a fast-paced environment.
• Strong analytical and problem-solving ability with a proactive approach to challenges.
• Ability to work collaboratively within a team while also managing independent tasks with accountability.
• Client-centric mindset with a professional, approachable manner.
• Adaptability to learn new systems, processes, and regulatory updates quickly.
• Demonstrated ability to liaise confidently with financial advisers, product providers, and other stakeholders.

WHAT'S IN IT FOR YOU?

• A competitive salary
• Health Insurance, and Life Insurance coverage
• 21 annual paid leaves
• Annual increase (Annual Performance Review)
• Tenure Recognition Program
• Access to certifications and courses from Ab2 Institute of Accounting
• 20+ options of free coffee and chocolate drinks
• Billiards, table tennis, or foosball in our breakout room
• Work-life balance and logging off on time for you to enjoy more personal time.
• A genuinely diverse, caring, supportive and high achieving team environment.
• Ongoing training, development and career progression opportunities
• Free & conveniently located onsite parking.

We live by our VALUES to cultivate and foster growth and innovation.

BE AWESOME: Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment.

KEEP IT REAL: We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations.

BRING THE WOW: We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results.

DREAM BIG: We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement.

Join TOA Global and experience the difference

We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence.