The Client Services Officer plays a key support role within the Research & Ratings business, providing responsive, high-quality client support, administration and reporting for Lonsec's client base.

Reporting to the Head of Product (iRate) & Client Services, this role is focused on day-to-day client support, subscriber training and platform administration, including handling client queries, delivering one-on-one support by phone and video call, maintaining accurate records and reporting, and ensuring a smooth client experience. The role works closely with other business units, including Sales and Product, to resolve issues and continuously improve the service Lonsec provides.

Key Accountabilities

- Provide day-to-day client support via phone and email, handling queries that range from platform navigation through to low-level technical issues.
- Identify and resolve technical or client issues, escalating to the relevant business unit where required and tracking through to resolution.
- Deliver training and one-on-one support to subscribers via phone and video call, helping clients get the most from Lonsec iRate platforms and tools.
- Assist with client onboarding, including user set up and platform access for new and existing subscribers.
- Undertake general administrative tasks associated with client management, including maintaining client files and records, updating account details, and processing client requests.
- Maintain accurate client and user records across the CRM, subscription database and reporting systems.
- Manage user access and permissions for iRate and related reporting tools, monitoring service queues to meet response time targets.




- Prepare and maintain regular client administration and reporting, including usage insights, subscriber reports and management reporting on new users.
- Publish and maintain reports, newsletters and bulletins that are regularly updated for clients.
- Provide support to the Sales and Product teams as required, including sharing client feedback and assisting with client-related tasks that support broader business objectives.
- Support the rollout of product updates to clients, including testing IT development projects (UAT) prior to release and helping clients understand and adopt new features.
- Work closely with other business units, including Technology, Product, Data and Research, Marketing and Finance, to support clients and resolve issues efficiently.
- Contribute to service improvement by identifying trends in client feedback and enquiries, and sharing insights with relevant business units.
- Maintain and update administration process documentation and methodology materials as required.
- Other duties as reasonably required.

Qualifications

Tertiary qualification in Business, Finance, Communications or a related discipline, or equivalent relevant work experience.

Demonstrated Experience

- Experience in a client service, client administration or support role, ideally within financial services or a SaaS-based platform environment.




- Track record of managing client communications professionally and efficiently, with strong attention to accuracy in administration and reporting.
- Experience delivering training or one-on-one support to clients, including via phone and video call.
- Familiarity with ticketing systems, CRM tools, and client onboarding or training processes.
- Experience supporting internal or cross-functional teams, including Sales and Product, in a client-facing environment.
- Sound understanding of the broader financial services industry, including funds management, research and advice.

Skills and Specifications

- Robust verbal and written communication skills, with the ability to explain complex topics clearly and professionally.
- Confident delivering training and support over the phone and via video call platforms (e.g., Teams, Zoom).
- Excellent attention to detail and accuracy, particularly across client administration and reporting tasks.
- Ability to manage multiple tasks and competing priorities in a fast-paced environment.
- Strong interpersonal skills with a customer-centric mindset.
- Solid problem-solving skills and a proactive approach to issue resolution.
- Ability to work independently while contributing to broader team and business unit goals.
- Proficient in using CRM and support platforms (e.g., Salesforce, Zendesk) and MS Office tools, including report generation.

Key Relationships

- Provide best-in-class client service, including training and one-on-one support to resolve queries and support day-to-day platform use.
- Business Development Managers / Sales Team
- Collaborate to sup

📌 Client Success (Melbourne)
🏢 Lonsec Group
📍 Melbourne