Job Description

Wealth Protection (Personal Insurance) Experienced Client Service Officer

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A unique opportunity for an experienced life insurance professional to take real ownership across underwriting, implementation, claims and client service within Elston's growing Wealth Protection team.

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About the opportunity

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Elston's Wealth Protection business is growing, and we're looking for an experienced Wealth Protection Client Service Officer to join the team.

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This is a varied, hands‐on role where you'll work closely with our Wealth Protection Advisers across our locations, clients, insurers, underwriters, claims teams and the broader Private Wealth business.

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You'll be involved across the full client journey, from new business applications and underwriting through to implementation, policy servicing, reviews and claims. You'll help keep matters on track, make sure the right information is in the right place and step in when something needs extra attention.

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We're looking for someone who is comfortable with the technical side of insurance, including both medical and financial underwriting, but who is also confident dealing with people. You'll speak with clients, insurers and advisers regularly, so a warm, professional phone manner and the ability to build rapport are important.

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Claims will also form an important part of the role. You'll support clients from first notification through to assessment and payment, helping make what can be a difficult process feel as clear and supported as possible.

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You'll also play an important part in the advice process. While you won't be writing Statements of Advice, you'll be able to read them confidently,



understand the recommendation and identify errors, inconsistencies or implementation issues before the advice progresses.

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You'll preparepre-advice strategy documents, simple Records of Advice and Execution Only documentation, as well as quotes, comparisons, alteration documentation and implementation paperwork.

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You'll use Xplan and CDM as part of your day‐to‐day management of Wealth Protection matters, keeping client, policy, claims and workflow information accurate and up to date, managing suspense and helping ensure advisers have reliable information when they need it.

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The role also involves building strong working relationships with insurers, underwriters, claims teams, superannuation funds and other service providers, and helping us identify better ways to manage workflows, processes and client service.

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What you'll bring

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You'll ideally have at least five years' experience in life insurance administration, Wealth Protection support, underwriting, claims or a similar specialist insurance role.

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You'll likely bring:

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- Strong knowledge of life, TPD, trauma and income protection
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- Experience across new business, underwriting, implementation, policy servicing and claims
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- The ability to read and interpret financial statements,



tax returns and other financial evidence relevant to underwriting
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- Experience preparing pre-advice strategy documents, RoAs or Execution Only documentation
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- Strong working knowledge of Xplan and a strong capability using Risk Researcher will be highly regarded and CDM
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- Confidence using insurer portals and navigating underwriting and policy administration processes
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- Excellent written and verbal communication skills
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- A warm, skilled phone manner and the ability to build rapport quickly
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- Strong organisation and attention to detail
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- The ability to manage several matters at once without losing momentum
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- A practical, proactive approach to solving problems
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- The confidence to take ownership of a matter and follow it through
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A Diploma of Financial Services, Diploma of Financial Planning, RG146-compliant training or a similar industry qualification would be an advantage.

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Why join Elston?

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This is an opportunity to join Elston's Wealth Protection business at a pivotal stage of growth.

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You'll have the chance to support clients across multiple stages of their wealth protection journey, deepen your technical expertise and help shape the processes and standards of a growing team.

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Most importantly, your work will directly influence the quality of the advice our clients receive and their experience when they need their insurance most.

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If you're an experienced paraplanner, claims professional or insurance specialist looking for a broader role with genuine purpose and impact, we'd love to hear from you.

📌 Wealth Protection (Personal Insurance) Experienced Client Service Officer (Queensland)
🏢 Elston
📍 Queensland