CSM

ROLE PURPOSE

This newly created role sits within the firm's fastest-growing business area, supporting the Financial Adviser (FA) network in Sydney.

The Client Service Manager (CSM) is the operational backbone behind the adviser-client relationship - dealing confidently with FAs and their clients in a high-volume, time-critical environment. Success in this role requires solid knowledge of the financial advice process, financial markets, and product/industry trends, paired with high attention to detail, strong prioritisation under pressure, and a collaborative team mindset. CSMs frequently support the broader office and CSM population beyond their own adviser portfolio.

KEY RESPONSIBILITIES

Client Onboarding & Documentation

• Facilitate client onboarding, including preparation and processing of account documentation
• Create and maintain client records within internal systems
• Maintain client records in compliance with AML/CTF and KYC regulations

Corporate Actions & Trading

• Manage IPO and corporate action allocations
• Process and monitor stock settlements and outstanding funds
• Assist with domestic and international asset transfers

Reporting & Client Servicing

• Prepare client valuations, asset allocations and reporting as required
• Proactively notify clients and FAs of any issues, recommending a solution and timeframe
• Prioritise competing adviser requests in a fast-paced environment

Stakeholder & Process Management

• Establish and maintain relationships with internal stakeholders and departments
• Participate in department cross-training as required
• Contribute to process development initiatives to improve efficiency

Compliance & Governance

• Comply with the Code of Conduct and ethical standards
• Adhere to company policies, procedures, and regulatory/legislative requirements
• Working knowledge of US/UK tax forms (W8BEN, CRS) - preferable
• Working knowledge of FOFA-related forms (Opt In, FDS, Client Consent) - preferable

QUALIFICATIONS & EXPERIENCE

• Finance, Business or Economics degree required
• RG146 or Graduate Diploma of Financial Planning - preferred, not essential
• Previous experience in a similar client service role preferred
• Experience within wealth management or financial planning highly desirable

Systems (preferable, not essential):

• Domestic and international broking platforms
• Portfolio management platforms - Praemium, Macquarie, NetWealth or similar
• Corporate action dashboard/system