Client Services Officer

Position Description

Client Services Officer

Primary Purpose of Position

The Client Services Officer plays a key support role within the Research & Ratings business, providing responsive, high-quality client support, administration and reporting for Lonsec's client base.

Reporting to the Head of Product (iRate) & Client Services, this role is focused on day-to-day client support, subscriber training and platform administration, including handling client queries, delivering one-on-one support by phone and video call, maintaining accurate records and reporting, and ensuring a smooth client experience. The role works closely with other business units, including Sales and Product, to resolve issues and continuously improve the service Lonsec provides.

Key Accountabilities

• Provide day-to-day client support via phone and email, handling queries that range from platform navigation through to low-level technical issues.
• Identify and resolve technical or client issues, escalating to the relevant business unit where required and tracking through to resolution.
• Deliver training and one-on-one support to subscribers via phone and video call, helping clients get the most from Lonsec iRate platforms and tools.
• Assist with client onboarding, including user set up and platform access for new and existing subscribers.
• Undertake general administrative tasks associated with client management, including maintaining client files and records, updating account details, and processing client requests.
• Maintain accurate client and user records across the CRM, subscription database and reporting systems.
• Manage user access and permissions for iRate and related reporting tools, monitoring service queues to meet response time targets.
• Prepare and maintain regular client administration and reporting, including usage insights, subscriber reports and management reporting on new users.
• Publish and maintain reports, newsletters and bulletins that are regularly updated for clients.
• Provide support to the Sales and Product teams as required, including sharing client feedback and assisting with client-related tasks that support broader business objectives.
• Support the rollout of product updates to clients, including testing IT development projects (UAT) prior to release and helping clients understand and adopt new features.
• Work closely with other business units, including Technology, Product, Data and Research, Marketing and Finance, to support clients and resolve issues efficiently.
• Contribute to service improvement by identifying trends in client feedback and enquiries, and sharing insights with relevant business units.
• Maintain and update administration process documentation and methodology materials as required.
• Other duties as reasonably required.

Qualifications

Tertiary qualification in Business, Finance, Communications or a related discipline, or equivalent relevant work experience.

Demonstrated Experience

• Experience in a client service, client administration or support role, ideally within financial services or a SaaS-based platform environment.
• Track record of managing client communications professionally and efficiently, with strong attention to accuracy in administration and reporting.
• Experience delivering training or one-on-one support to clients, including via phone and video call.
• Familiarity with ticketing systems, CRM tools, and client onboarding or training processes.
• Experience supporting internal or cross-functional teams, including Sales and Product, in a client-facing environment.
• Sound understanding of the broader financial services industry, including funds management, research and advice.

Skills and Specifications

• Strong verbal and written communication skills, with the ability to explain complex topics clearly and professionally.
• Confident delivering training and support over the phone and via video call platforms (e.g., Teams, Zoom).
• Excellent attention to detail and accuracy, particularly across client administration and reporting tasks.
• Ability to manage multiple tasks and competing priorities in a fast-paced environment.
• Strong interpersonal skills with a customer-centric mindset.
• Solid problem-solving skills and a proactive approach to issue resolution.
• Ability to work independently while contributing to broader team and business unit goals.
• Proficient in using CRM and support platforms (e.g., Salesforce, Zendesk) and MS Office tools, including report generation.

Key Relationships

• Lonsec Clients
• Provide best-in-class client service, including training and one-on-one support to resolve queries and support day-to-day platform use.
• Business Development Managers / Sales Team
• Collaborate to support client sales activity and share client insights relevant to the sales pipeline.
• Head of Product (iRate) & Product Team
• Provide support as required, including client insights on products and platform functionality, and assistance with product updates and rollout to clients.
• Technology Team
• Collaborate to resolve technical issues and support testing and rollout of product updates.
• Marketing Team
• Collaborate to provide client insights that inform targeted, client-focused marketing campaigns and support the campaigns.
• Data and Research Teams
• Collaborate with to support, escalate and resolve client enquiries relating to research and data.
• Finance Team
• Liaise with to ensure accurate client invoicing and administration of accounts.

General Responsibilities

It is a requirement of all Lonsec staff to participate in team and company activities, demonstrating respect and consideration for other individuals, their views, experiences and expertise. All employees are expected to actively work with and support other Lonsec Group employees to achieve overall business goals.

It is a requirement that all employees maintain confidentiality regarding company and client information. Confidentiality must also be maintained around your own personal remuneration and employment conditions.

All employees must read, acknowledge and abide by Lonsec Group company policies and procedures.

All employees are responsible for maintaining a safe and healthy workplace.

Developmental Activities

Training and development plans are to be created upon the successful completion of probation and at each Performance Review process.

While this role is ideally worked across five days per week, we’re open to discussing shorter daily hours for the right candidate. If you’re looking for a role that can work around school hours or other commitments, we’d encourage you to apply.