Client Experience Associate

About FNZ

FNZ Group is an established and rapidly growing company in the FinTech industry. We are transforming the way financial institutions serve their wealth management customers. Partnering with the entire financial industry to make wealth management accessible to more people. We do this by providing services that span the entire wealth management value chain, from the digital user experience, client, account, and portfolio management through to back-office trade execution, settlement, and investment/member administration.

Today, we are responsible for over USD $1.5T in assets under administration, held by around 24 million customers of some of the world's largest financial institutions. We are expanding our team of over 6,000 employees (and growing) across 30+ offices globally.

The Opportunity

We are looking for a Client Experience Associate to join our dynamic Operations team in Melbourne. In this client-facing role, you will provide frontline support to investors and advisers, handling inbound and outbound phone calls, responding to written inquiries, and managing administrative requests related to our products and services. This is a fast-paced position that requires strong communication skills and the ability to effectively address client needs while ensuring a seamless experience.

You will take ownership of case management and ensure efficient administrative processes that align with our Service Level Agreements (SLAs). As the first point of contact, your exceptional customer service skills will establish you as a trusted resource for FNZ clients. You will provide accurate information on our offerings, resolve issues proactively, and escalate complex matters to the appropriate teams when necessary.

The responsibilities will include:  

• Educating clients on products and services available on our platform and processes in an efficient manner and articulating complex issues in an effortless way.

• Responding to incoming omnichannel communication – primarily receiving calls and liaising with clients over the phone.

• Completing administrative processing to support service delivery.

• Quickly identifying client issues and delivering relevant and effective solutions, which sometimes involves escalating issues.

• Ensuring all queries and requests are actioned to a set standard of service levels while adhering to our KPI and SLA framework.

• Collaborating with different business units and thinking outside the box to achieve desired outcomes for our clients.

What are we ideally looking for in a successful candidate? 

• Have strong attention to detail – enabling you to understand the customers enquiry, seek clarification and provide an appropriate, complete and qualitative response every time

• Have good organisation skills with ability to work under pressure, prioritise and escalate when needed

• You are naturally curious and have an optimistic attitude with an ability to adapt to change, which enables you to demonstrate your sound problem solving and analytical skills

• You enjoy collaborating with different business units and thinking outside the box to achieve positive client outcomes, as well as working independently

• You can work to KPIs, ensuring quality performance metrics are always adhered to

• Ability to work a full time (40-hour week) between the hours of 8am and 7pm, Monday to Friday (including state public holidays), with scheduled working hours and breaks

• You have previous experience in a fast-paced Client Service Centre or an environment providing a high level of service

• Ability to project a warm and friendly image and a consistently positive demeanour when dealing with a diverse client base and sometimes challenging personalities

• Excellent communication skills (written and verbal, including telephone manner)

• Ability to quickly develop a detailed knowledge of the investments and procedures specific to your role

• Experience within the finance industry (RG146/tertiary education is desirable)

Why should you join us?  

• A hybrid 3+2 model combining working from the office and from home.

• A competitive salary and excellent benefits, including full comprehensive health insurance, Life insurance, additional annual leave days after your first 12 months, sick days, and more.

• Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies.

• We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, China and more.

If this role appeals to you, please apply by the 21st March 2025.

*Please note we shortlist as we receive applications. We encourage early applications as we may withdraw advertising at any time. 

For more information, please reach out to us on [email protected].

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. 

We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. 

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.