About the RoleIn this role, you will provide accurate, timely and professional operational and client service support, helping to ensure a high-quality experience for both internal and external stakeholders.
You will be responsible for processing day-to-day transactions and service requests in line with established procedures, while maintaining compliance with internal controls, regulatory requirements and quality standards.
This role is ideal for someone who is detail-oriented, customer-focused and enjoys working in a fast-paced operational environment.Key Responsibilities:1.Client servicing & contact handlingRespond to inbound client/adviser queries (phone/email), providing accurate information within service standards.Triage requests and route/escalate to appropriate specialists when outside role authority or risk appetite.2.Operational processing (standard complexity)Execute defined operational transactions and account updates (e.g., maintenance requests, basic changes).
Complete fee consent checks and routine maintenance reviews in accordance with procedures.3.Account maintenance & accessPerform basic client account maintenance including credential resets and system profile updates per controls.4.Cash and allocation support (routine)Support cash management monitoring/allocation tasks under established rules and supervisor guidance.5.Risk, control & recordkeepingMaintain accurate client records, logs and documentation.Adhere to internal controls, compliance obligations and quality standards; identify exceptions and escalate promptly.6.Decision-making authorityWorks within documented procedures and established service scripts.Makes routine decisions on prioritisation and request routing; does not authorise exceptions outside policy.Escalates complex, high‐risk,



or ambiguous cases to Senior Associate/Manager.7.Key relationshipsInternal: Distribution team, Operations/Platform support and ComplianceWork complexity: routine to moderately varied; low ambiguityRisk exposure: controlled via checklists/procedures; escalations required for exceptionsRequired Skills & Attributes:1–3 years in financial services operations or client servicingFamiliarity with CRM/workflow systems (knowledge of Zendesk preferred but not essential)Basic understanding of superannuation/investment productsStrong attention to detailCustomer-focused communication skillsTime management and prioritisationReliability and willingness to learnQualifications:Tertiary qualification in finance, business or related field (preferred but not essential)Life at Mason StevensAt Mason Stevens, relationships matter to us, and by fostering a culture of humility and collaboration, we achieve remarkable outcomes while supporting each individual to realise their potential.We are committed to building and maintaining a diverse and talented team, backed by the belief that it is only by working together, that we will achieve our purpose; helping our Clients to realise better tomorrows.We believe in keeping our 'minds wide open' and empowering people with the resources and trust needed to make a meaningful difference.
We know an idea can only change lives if it happens, and value the kind of people who believe in being the change they seek and see chance in challenge.Above all, we know you will be a great fit for us if you value people, show kindness and play fair.Kindly note that Australian full work rights are required for this application.Be careful - Don't provide your bank or credit card details when applying for jobs.
Don't transfer any money or complete suspicious online surveys.
If you see something suspicious, report this job ad .
#J-*****-Ljbffr

📌 Client Services Associate (New South Wales)
🏢 Mason Stevens
📍 New South Wales