Financial Advice Client Service Manager

Financial Advice - Client Service Manager
Reports To: Lead Financial Adviser & Advice team
Employment Type: Full-time
Salary Range: AUD $8 – $15 per hour
Experience Required: 5+ years previous experience in financial advice client services, with a strong focus on implementation and client care, ideally supporting Australian financial advisers.

ABOUT THE COMPANY
Purpose Advisory (PA) is a heart-led, integrative professional services firm focused on helping Australians live their most fulfilled lives. Our team has three 2 expert financial advisers, along with a team of life & business coaches, all based in Australia. We're supported by a family-like team of eight, primarily based in the Philippines. Together, we aim to make a meaningful difference in our clients’ and partners’ lives by delivering financial, business, and personal growth solutions.

Joining Purpose Advisory means becoming part of a family-like team, driven by personal excellence, contribution, fun and connection.

JOB OVERVIEW
We are seeking a detail-oriented Financial Advice Client Service Manager to support our mission of delivering exceptional financial advice services. This role is designed for an intelligent and experienced client service professional with impeccable organizational skills, a proactive attitude, and expertise in direct client support and implementing financial advice recommendations.

The Client Service Manager will work closely with both our advice team and our clients to ensure the efficient implementation of advice, clear communication with product providers, and a high level of client satisfaction. They will leverage existing systems such as Airtable and Google Workspace to track progress, manage workflows, and deliver exceptional client outcomes and will be well-versed all manner of Australian financial product platforms (super, investments and insurance).

MISSION / PROJECTS
- Ensure Accurate & Efficient Advice Implementation: Take ownership of all implementation processes, from drafting application forms to following up with providers and clients to resolve outstanding tasks.
- Deliver Exceptional Client Service: Act as the first point of contact for client inquiries, providing clear, professional, and timely assistance.
- Strengthen Provider Relationships: Communicate effectively with product providers, including insurance and superannuation companies, to ensure smooth operations and prompt issue resolution.
- Proactively Identify and Resolve Issues: Use a solution-oriented approach to anticipate potential roadblocks and address them promptly.
- Support Team Excellence: Collaborate with the internal team to improve workflows, review advice documents, and contribute to quality assurance processes.
- Compose Research-based Engaging Financial Content: Synthesise their knowledge and research-based findings into short-form and long-form articles to includes in marketing and client education materials

TARGET OBJECTIVES
- Demonstrate mastery of all tools and systems (Airtable, Google Workspace, Product providers etc.) within the first 3 months of employment.
- Complete 90% of advice implementations on time with 100?curacy within the first 6 months.
- Proactively identify and resolve at least 95% of issues within implementation workflows before they impact clients.
- Have clients raving about how efficient, supportive and reliable you are within the first 12 months.

QUALIFICATIONS
- Education: Bachelor’s degree science, technology engineering or business
- Experience: Minimum of 2 years in client service or advice implementation roles, ideally within the financial services sector supporting Australian businesses.

KEY COMPETENCIES
- Technical Skills: Proficiency in Airtable, Google Workspace, financial advice software tools and product platforms.
- AI Skills: Confidence in using AI tools for efficient communication, strategic thinking and task optimization.
- Communication Skills: Strong verbal and written communication skills, with the ability to liaise professionally with clients and providers.
- Organizational Skills: Exceptional attention to detail and ability to manage multiple tasks simultaneously.
- Cultural Fit: Alignment with Purpose Advisory’s mission and values, including a passion for personal and professional growth.

VALUES:
Client-Centric Approach: Genuine care for clients and a commitment to delivering exceptional service.
Proactivity: Anticipates challenges and takes initiative to resolve them.
Team Collaboration: A team player who fosters positive relationships and contributes to a supportive culture.
Attention to Detail: Consistently delivers accurate and high-quality work.
Adaptability: Thrives in a fast-paced, dynamic environment and embraces new tools and technologies.

PRACTICAL REQUIREMENTS
Working Hours: Full-time availability with flexible working hours aligned with Australian time zones.
Workspace: A quiet and dedicated home office setup with reliable, high-speed internet.
Remote Environment: Familiarity with remote work dynamics, including effective communication and time management.

APPLICATION PROCESS
If you are excited about this opportunity and believe you have the skills and passion to thrive in this role, we’d love to hear from you. Please submit the following:

1. A 2–5 minute video introducing yourself, explaining why you are the best fit for this role, and outlining how you would approach your first 6 months in the role.

2. Case Study: You are managing implementation of an SOA for a new client. The SOA was signed yesterday afternoon and you've spent the morning preparing all of the documents and tasks to be completed and signed by the client. The recommendation was for Sally's Hesta Super fund and Peter's MLC Masterkey Super to both be rolled over to Hub24. Sally will be applying for a new set of Clearview insurance (Life, TPD & IP) before cancelling her existing industry fund cover. Peter has an income protection policy paid for by his work, which he'll keep and will set up just Life & TPD with AIA. They need another meeting with Sabena the Financial Adviser to work through the insurance applications. There are no investments being set up, just a $5000 CC to Peter's new super fund, and an SOA advice fee of $4,000, to be split 50/50 between the two super funds. Sally & Peter are both working full time, receiving SG to their existing funds. They have two young kids in school, and whilst they've enjoyed working with PA, they don't like admin. Peter is likely ADHD but doesn't have a diagnosis. He's flagged that he's not great on email but he knows this is important.
Task: Draft an overview communication to send to Sally & Peter which outlines the gameplan for the implementation process. Think through the likely tasks and forms required, and choose what to include / exclude from this message. Bear in mind the client's personality and what will set you up for a positive client experience of this implementation

3. A copy of your resume & a link to your LinkedIn profile.

4. Contact details for two referees (one professional and one personal) who will be contacted after the first interview.

Please submit your video, case study , resume and answers to aleana@purposeadvisory.com.au