Client Service Officer

Client Service Officer

Location
: Clark, Pampanga

Work Arrangement
: Hybrid, Fulltime

Shift
: 7:00 AM - 4:00 PM | Monday - Friday

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. . .

Deliver a smooth, professional client experience across the entire advice journey-from Discovery to Ongoing Reviews-by owning admin, implementation, and follow-ups. You'll coordinate paperwork, book meetings, maintain CRM hygiene, track ongoing-fee obligations, and keep clients informed-so advisers can focus on strategy and advice.

Key Responsibilities:

1) Client onboarding & scheduling

• Welcome calls/emails, identity, AML and financial data document collection (per practice process).
• Book and confirm meetings; manage adviser calendars, Zoom/Teams links, reminders.
• Set up client portals (e.g., MyProsperity/NetWealth) and help clients log in.

2) Advice preparation support (admin only)

• Create and maintain client files and checklists; collect fact-find documents.
• Order product information (PDS, statements) and chase outstanding requirements.
• Prepare templated engagement letters, authorities and adviser packs for meetings.

3) Implementation administration

• Prepare and lodge forms for superannuation, rollovers, investments, platforms, and insurance (admin only).
• Track applications to completion; liaise with platforms, fund managers, insurers.
• Set up and monitor contribution plans, binding nominations (as instructed), bank links, and fee authorities.
• Insurance admin: underwriting requirements, medicals scheduling, policy issue checks, and claims paperwork support.

4) Ongoing service & compliance cadence

• Maintain the Ongoing Fee Arrangement (OFA) cycle: service delivery, FDS, consent requests, renewals.
• Proactive reminders to clients for reviews, contributions, RMD equivalents (if applicable), and key deadlines.
• Keep notes, tasks and documents filed consistently to practice standards.

5) Client communications & issue resolution

• First-response on client queries (non-advice), triage to adviser quickly when needed.
• Provide clear, timely updates until tasks are complete ("no black holes").
• Record all interactions in the CRM with professional tone and accurate detail.

6) Records, systems & reporting

• Keep CRM/Workflow up to date (pipelines, stages, owners, due dates).
• File management in SharePoint as per naming conventions.
• Produce weekly task lists, pipeline snapshots and reports for the team.

What you will not do (compliance boundary)

• Provide personal financial product advice or make product recommendations.
• Alter advice documents (SOA/ROA) beyond admin formatting or templated merges.
• Impersonate clients or advisers; all e-signatures follow approved processes.
• Share client data outside authorised systems or channels.

About you . . .

• 5+ years in financial planning, banking, insurance, or professional services admin (Australian market experience highly regarded).
• Excellent written & spoken English; confident, warm client communication.
• Strong attention to detail; disciplined follow-ups; comfortable with structured checklists.
• Tech-savvy: quick to learn platforms; strong Excel/Docs/SharePoint hygiene.
• Stable home office: reliable high-speed internet, backup power plan, quiet workspace, webcam & headset.
• Exposure to Australian superannuation, investment and insurance processes; understanding of FDS/consent/OFA admin; RG146 awareness (not required).

Tools you'll use (experience in any is a plus)

• CRM/Advice: Xplan / Xeppo, MyProsperity
• Product/Platforms: Australian superannuation platforms, investment platforms, insurers
• Productivity: Microsoft 365 (Teams, SharePoint, Outlook, Excel, Word), e-signature Adobe Sign & DocuSign
• Comms & Helpdesk: Teams/Zoom, task boards (Planner/Asana/Trello/Jira), VOIP/phone system
• Security: MFA, VPN/secure remote desktop, password manager (per practice policy)

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.