Client Services Assistant for Australian Financial Advice Firm

Mô tả công việc:

(Mức lương: 9 - 16 triệu VNĐ)

1. General information:

We are Ziku Capital from Australia. We specialize in financial consultancy with 3 main services: Financial Advice, Lending and Tax & Accounting. Ziku Global is one subsidiary in Vietnam with the same business and same vision.

We are a young and dynamic team of professionals committed to helping individuals, families and small business owners realize their financial dreams and life goals. We will achieve this through our unparalleled commitment to client service and ability to think laterally in order to provide the optimal financial solution. We are seeking some members to join our team and be part of our vision to be the valued lifelong partner that will enhance our clients' lifestyles.

2. Recruiting Positions:

• Client Services Officer (CSO) – 1 Person

3. Work location: Floor 3, The Vista building, No. 628C Vo Nguyen Giap Street, An Khanh Ward, Ho Chi Minh City, Vietnam.

4. Working time: from Monday to Friday.

5. Time to start: As soon as possible, to be discussed.

6. Job description (General):

• Ability to understand Financial Planning legislative & regulatory environment in Australia, including financial markets and how they work.
• Ability to understand what a Financial Advisor does and how we help our clients in Australia.
• Must have an excellent understand of English and be able to speak with a number of people including clients, team members and product providers in a highly fluent manner.
• Collaborating efficiently within your advice cluster to ensure clients are provided with the highest level of professional client / customer service and support while maintaining compliance and adherence to standards.
• Clear communication and collaboration with the Advice Cluster Lead within the Advice division while actively contributing to the entire group business vision and mission statement.

7. Job description (Role Specific):

Initial / Further Advice Paperwork (SoA, RoA) & Ad-Hoc Form Completion

Tasks/ Responsibilities

• Capturing and recording key client information and data within SharePoint, Worksorted software & Adviser Portal systems
• New Client added in Worksorted / existing client personal details updated (if required) in Worksorted CRM
• Advice Process job established in Worksorted & relevant preliminary file notes related to job creation completed
• PEP Screening Process
• Ability to read & understand SoA advice recommendations & prepare all relevant paperwork & application forms
• Client Request / Ad-Hoc task job created & file notes completed confirming details of client request
• Email clients SoA confirmation of appointment details, Zoom / Teams link & all relevant documentation prior to SoA presentation (if applicable, virtual meeting etc)
• Developing and maintaining strong relationships with clients, third-party providers and dealing with client queries & responses
• Communicating effectively with members within the cluster team & broader Ziku Advice & Ziku Capital group
• Having regular awareness of activity levels across Advisers to assist Senior Associate with allocating and prioritizing key advice tasks such as balancing form preparation, lodgements / workflow implementation & follow ups: managing all parties’ expectations in the process
• Interactions with clients and other service providers are handled in a professional manner that leaves a positive and lasting impression.

Key Measures/Outcomes

• Checklist items updated in Advice Process job (in progress, completed etc).
• Third Party Authority (TPA) forms emailed to third party product providers & Certified ID

- Data Entry - XPLAN / Salesforce / Worksorted

• Confirmation of result confirming to proceed with providing designated service / KYC confirmation document uploaded to Worksorted CRM for substantiation (PEP Screening)
• SoA Paperwork / Application forms prepared & completed prior to SoA presentation meeting
• Clients, third-party providers and Ziku Capital team members provide feedback regarding their interactions and experience with you.
• Client paperwork & relevant documents & application forms are completed accurately, timely, and electronically stored for ease & convenience (QA completed by Senior Associate)
• Client feedback & testimonials sharing their experience with Ziku Capital
• Quality Assessment to be conducted by Senior Associate ensuring all compliance and professional standards effectively satisfied & consistently adhered to.
• Reporting of SoA / RoA Activity (Monday) in affiliation with Senior Associate

Advice Lodgement

Tasks/ Responsibilities

• Lodge relevant application forms & documents to proceed with advice implementation (document accordingly)
• Lodgements are handled in a timely, efficient, and compliant manner with completeness & accuracy
• Update relevant systems & adviser / product portals pertaining to lodgement of new / further advice (Salesforce / North etc)
• Developing and maintaining strong relationships with clients, third-party providers and dealing with client queries & responses
• Ability to think laterally & proactively with strong problem-solving capabilities
  

Key Measures/Outcomes

• Send client confirmation of next steps (advice lodgement summary)

- Worksorted - close advice process job & open Workflow Implementation Job & upload signed implementation documents & SoA ATP

• Lodgement notes effectively entered confirming details of Lodgement & stored under Applications tab in Worksorted CRM
• Lodgement Activity tracker effectively updated & completed regularly (Monday) – reporting purposes
• QA completed by Senior Associate on all lodgement via relevant adviser / product systems & portals (lodgement accuracy review)
  

Implementation Follow-Ups

Tasks/ Responsibilities

• Ensure all new business workflow items are followed up and completed within the agreed service standards.
• Provide all relevant implementation follow up documents (e.g. COF, Beneficiary forms, Investment Deposit Advice instructions etc)
• Client files and paperwork are completed accurately, timely and electronically stored for verification of implementation follow up
• Workflow follow up completed from start to finish until all implementation effectively satisfied with no further outstanding implementation items
• Update relevant systems & adviser / product portals pertaining to lodgement of new / further advice (Salesforce / North etc)
• Interactions with clients and other service providers are handled in a professional manner that leaves a positive and lasting impression
• Close out summary email to client confirming implementation effectively completed

- Worksorted update - close Workflow Job & update relevant sections (new AASA onboarded / review expiry date, frequency, AASA fee etc.

Key Measures/Outcomes

• Send client confirmation of next steps (advice implementation progress summary / update)

- Worksorted - updated Workflow Implementation Job & record detailed notes of follow ups made

• QA completed by Senior Associate all implementation on relevant advice / product systems & portals (implementation accuracy review)
• QA completed by Senior Associate reviewing workflow implementation job time stamp ‘open’ status to monitor efficiency of implementation follow up & accuracy of close out steps completed
• All relevant Worksorted CRM reporting for tracking and measuring purposes
  

Delivery against Annual Advice & Service Agreement (AASA) Requirements

Tasks/ Responsibilities

• Working within your cluster to ensure that the business adheres to AASA requirements.

Specifically:

• Preparation of all Progress Update Meeting documents in advance of scheduled client meeting, such as the following:

 AASA

 Fee alteration forms

 CAF (if required) 

Client portfolio reports / Certificate of Currency (CoC

 Ad-hoc client requests & associated paperwork

• PEP Screening Process
• AASA issued, retrieved, and recorded within the required timeframes on Worksorted CRM, SharePoint & Salesforce/ FFS System
• Any AASAs that require being turned off / terminated to be done so within the required timeframes & documented for confirmation
• All AASA client data is accurately reflected and up to date in Worksorted CRM, including resetting review job & updated AASA expiry date etc
• All AASA client data is accurately reflected on Salesforce / FFS system, including service fulfilment tagged as completed
• Clear & adequate documentation of all relevant details and discussions captured during review meeting in line with AASA (e.g., file notes in review job to track progress of review steps).

Key Measures/Outcomes

• Progress Update Meetings are held within the 12-month period unless extension specified otherwise by the client
• Entitled clients receive automated review offers via email & SMS in line with AAA expiry date on Worksorted CRM – track progress of offers / responses to schedule review meeting on behalf of Adviser (Calendly & Worksorted CRM to be used & updated for measuring & tracking purposes)
• Clients are booked in for their review in accordance with the Advice Documentation licensee policy (QAF)
• All review meeting interactions are file noted and checklist items updated to track progress throughout review steps
• updated and uploaded in the CRM
• Client Existing AASA details & current policies & products recorded in Client Review Meeting File Note (Review Checklist) & included within review pack documents prior to scheduled review
• Confirmation of result confirming to proceed with providing designated service / KYC confirmation document uploaded to Worksorted CRM for substantiation (PEP Screening)
• The required AASA & fee alteration forms are issued timely to AASA clients within the relevant timeframes / extension granted & documented
• All AASA notices are issued in a timely manner and in accordance with the policy and procedure and stored on the Worksorted CRM
• All AASA clients are contacted prior to their Annual Advice Service Agreement expiry date to discuss entering into / renewing their AASA
• All AASA documentation and correspondence is stored on Worksorted CRM & review job (client review meeting file note / review checklist & Appendices uploaded for delivery of service entitlement substantiation)
• Satisfactory completion & adherence to all record keeping obligations, such as the successful completion of the Client Review Meeting File Note document, detailing review meeting discussions held & outcome following review meeting
• Senior Associate immediately notified of any AASAs not returned within the required timeframe & follow up actions required (Self-report Issue Notification Form)
• AASA data keyed into Worksorted CRM & updated in Salesforce / FFS team (Senior Associate QA spot check for accuracy)
• AASA data is regularly updated promptly & proactively with accuracy and attention to detail on Worksorted CRM
• Any data errors identified are rectified immediately
• AASA documents are stored on Worksorted CRM & service entitlements & fee details accurately recorded
• Yearly review conducted within required AASA timeframe / self-report Issue Notification Form if non-delivery
• Salesforce is updated accordingly in relation to AASA service entitlement fulfilment & fee agreement
• Quality Assessment to be conducted by Senior Associate ensuring all compliance and professional standards effectively satisfied & consistently adhered to.

8. Benefits:

• Get proper training for all work.
• Work in a comfortable and dynamic environment.
• Have the opportunity to advance at work and participate in professional development classes.
• Lunch allowance 600,000 VND/month.
• Holidays: follow Vietnamese calendar and get some more extra holidays follow Australian calendar.
• Private health insurance when continue working after the 1st year contract.
• Enjoy competitive compensation and

Chức vụ: Nhân Viên/Chuyên Viên

Hình thức làm việc: Toàn thời gian

Quyền lợi được hưởng:

13th month salary & performance bonus, exchange trip reward.
Premium health care
Training oppotunity for English, works and skills
packages, ongoing opportunities for growth and development, and a supportive and collaborative work environment. Salary is negotiable according to ability and experience (gross salary range: 10-15M.VND).

• Join a team that values innovation, dedication, and client satisfaction.
• The 13rd month salary and bonus based on performance.
• Exchange reward trip based on performance.
• Experience the satisfaction of helping individuals & families achieve their financial & life goals.
• Be part of a company that is committed to excellence and is always looking for ways to improve.

09. Record requirement:

• For recruitment: Cover letter, resume, CV clearly stating the work and study process.
• After recruitment, before onboard: Copies citizen identification card, criminal check/ police check, resume with working and residence history from age of 16.

Yêu cầu bằng cấp (tối thiểu): Đại Học

Yêu cầu công việc:

Job Requirements:

• Graduated from University majoring in Business Administration, Bachelor of Business Administration, Commerce, Banking & Finance or related fields.
• Have at least 1 year of experience in a similar role.
• Agile, hardworking, eager to learn, with a high sense of responsibility, honesty.
• Proficient in office skills, Microsoft 365.
• English skills: writing, reading & understanding, advanced communication skills are required.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and accuracy.
• Good communication, interpersonal, and relationship-building skills.
• Strong knowledge of business administration principles, standards, and regulations.
• Detail-oriented, good time-management, and organizational skills.
• Ability to multitask and work in a fast-paced environment.
• Having previous experience in working with Australian Financial Planning laws would be highly advantaged.

Yêu cầu giới tính: Nam/Nữ

Ngành nghề: Chăm Sóc Khách Hàng