Customer Service Officer
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Company Overview: Hoxton Wealth is a global financial services firm with offices in key locations including Cyprus the United States the United Kingdom Dubai South Africa and Australia. The company leverages a tech and tax-led approach to financial planning combining innovative technology solutions with deep expertise in tax-efficient strategies to deliver comprehensive wealth management services. With over 2.5 billion in assets under management (AUM) Hoxton Wealth is committed to helping clients achieve their financial objectives through personalized investment solutions cross-border financial planning and long-term strategies for wealth growth and preservation.
About the role:
We are seeking a capable and commercially minded Customer Service Officer / Associate to support our Australian advice business. This role sits at the front line of the client experience and is critical to ensuring clients are serviced efficiently professionally and in line with Australian regulatory standards.
This is not a call-centre role. It suits someone who is organised detail-oriented and comfortable working in a professional financial services environment supporting advisers paraplanners and operations.
The successful candidate will take ownership of day-to-day client servicing administration and process execution freeing advisers to focus on advice delivery and relationship management.
Key Responsibilities:
Client Service & Communication:
- Act as a primary point of contact for client queries via phone email and CRM
- Manage inbound and outbound client communications in a timely and professional manner
- Coordinate meetings appointments and adviser diaries
- Follow up outstanding client requests documentation and third-party information
Advice & Administration Report:
- Assist with onboarding new clients including engagement documents and disclosures
- Manage fact find documentation data integrity and CRM updates
- Prepare and process forms applications and service requests
- Liaise with product providers superannuation funds and platforms
- Track advice workflows and ensure tasks progress through required stages
Process Compliance & Quality:
- Ensure all client interactions and records meet compliance and record-keeping standards
- Support advisers and paraplanners with checklist-driven processes
- Maintain accurate file notes and documentation
- Identify process gaps inefficiencies and recurring issues and escalate appropriately
Operational Support:
- Support internal teams across administration paraplanning and advice delivery
- Assist with ongoing service activities such as reviews reporting and follow-ups
- Contribute to improving systems templates and workflows
Skills & Experience
Essential
- Experience in Australian financial services professional services or regulated environments
- Strong written and verbal communication skills
- High attention to detail and strong organisational skills
- Confidence using CRMs document management systems and Microsoft/Google tools
- Ability to manage multiple priorities and follow structured processes
- Professional calm and client-focused approach
Desirable
- Experience in financial planning superannuation or wealth management
- Familiarity with SOAs ROAs and advice workflows
- Experience dealing with super funds platforms or insurers
- Exposure to compliance or quality assurance processes
- UK financial planning experience/knowledge is advantageous but not vital
Personal Attributes
- Practical and solutions-focused
- Comfortable working with structure checklists and deadlines
- Able to take ownership and follow tasks through to completion
- Resilient and composed under pressure
- Willing to question processes and suggest improvements
Career Path & Development
This role offers exposure to all parts of an Australian advice business. For the right candidate there is scope to progress into senior operations paraplanning adviser support or fully licensed Australian financial adviser roles over time.
Remuneration
- Competitive salary based on experience
- Performance and progression opportunities
How Success Is Measured
- Quality and timeliness of client service
- Accuracy and completeness of documentation
- Reduction in adviser and paraplanner administrative burden
- Contribution to improved client experience and operational efficiency
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
