As a Client Experience Associate at FNZ you will play a pivotal role as the primary point of contact for our valued clients, primarily comprising of investors and advisers. You will be responsible for a wide range of client interactions, encompassing both inbound and outbound phone calls, as well as written communication related to our diverse range of products and services. At the heart of this role is the dedication to enhancing client satisfaction and maintaining a high standard of support. In this role you will work closely with our clients to resolve their queries, provide information, and guide them through their financial needs.

This is a 6 Month Fixed-Term opportunity.

If you have a keen eye for detail, excellent organizational skills, and a passion for providing the highest level of client service, we encourage you to apply.

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.

• 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? 

• Minimum 2 years’ experience required.

• Strong attention to detail is essential to understand customer inquiries, seek clarification, and consistently provide complete and high-quality responses.

• Good organizational skills are needed to work under pressure, prioritise tasks, and escalate issues when necessary.

• You should possess a natural curiosity, an optimistic attitude, and adaptability to change, showcasing strong problem-solving and analytical abilities.

• Enjoy collaborating with different business units and thinking creatively to achieve positive client outcomes, while also being capable of working independently.

• Ability to meet Key Performance Indicators (KPIs) and maintain high-quality performance metrics.

• Previous experience in a fast-paced Client Service Centre or a high-service-level environment is preferred.

• Display a warm and friendly image and consistently maintain a positive demeanour when dealing with a diverse client base, including challenging personalities.

• Strong communication skills are required, both written and verbal, including telephone etiquette.

• Quickly acquire detailed knowledge of investments and procedures specific to your role.

• Prior experience within the finance industry is advantageous, and having RG146 or tertiary education is desirable.

What is in it for you?

• 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 with your cover letter and CV!

*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!

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.

The Opportunity

We have a newly created opportunity for a Key Account Associate to join the growth of our AIA Financial Wellbeing practice.  Within this role you will build and maintain strong relationships with our broker network to ensure delivery of agreed AIA Financial Wellbeing sales. This will include excellent service to our partners, brokers and their support staff within a framework of good corporate governance. This opportunity can be based in Melbourne, Brisbane or Sydney.

To do this optimally you will:

• Contribute to AIA Financial Wellbeing growth ambitions by meeting predetermined sales targets
• Pro-active business development and a strong ability to identify key strategic partners to enable the growth aspiration of AIA FW
• Collaboration and support of cross-functional teams across AIA FW and the broader business
• Assist with on-boarding of new brokers, brokerages and nurture quality engagement throughout their AIA FW journey
• Encourage and steer important relationships with our independent broker operators to enable mutually beneficial outcomes
• Drive dynamic MoM increase in broker registrations across aggregators
• Supervise ongoing performance within VOC/NPS surveys and individual customer feedback
• Develop and handle relationships with internal AIA FW collaborators including general advice, personal advice and health insurance
• Ensure accurate and up-to date documentation is in place and report any potential breaches to compliance team
• Handle resolution of any called out issues from broker partners and ensure to remain compliant ​

Successful applications will demonstrate:

• Proven business development experience within the Australian broker market
• A solid understanding of the Australian financial services and general advice market
• Exceptional written and verbal communication skills and the ability to build effective long-term relationships
• The ability to handle multiple activities across business partners
• Being results driven with hands on approach to developing and delivering solutions
• A strong work ethic with a high level of personal accountability
• Being aligned to a culture of integrity and diversity

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Access our training and development to build on your current skills
• Access additional leave days a year to recharge and refresh yourself
• Work with supportive and inclusive managers
• Flexible working arrangements

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.  Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2023 ANZIIF awards by being named Life Insurance Company of the Year. 

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every single day, apply via the link prior to COB on Friday, 22 March 2024.

Zenith Investment Partners is one of Australia’s leading investment research and consulting businesses, specialising in managed funds research, consulting and investment solutions for financial advisers and their clients. In 2021, FE fundinfo acquired the Zenith Group. FE fundinfo is a global leader in investment fund data and technology.

The Associate Investment Analyst role involves reviewing all aspects of fund managers’ investment teams and processes as well as the return and risk characteristics of the underlying managed funds across all asset classes. You will be responsible for maintaining databases, the collection and co-ordination of requisite information, writing detailed research reports and assigning investment ratings on the funds.

Your key responsibilities will be to:

• Maintain databases and other quantitative information to aid with fund filters and other related analysis
• Aid with collection of information and supporting documentation for fund manager reviews, sector reports and other logistics
• Participate in fund manager assessment meetings in their office (this will require interstate travel with prospects for international travel)
• Fund manager review file notes
• Score assessment criteria for fund managers
• Present and support investment ratings to research committee
• Write reports (allocating and assigning investment assessments and recommendations on funds across a variety of investment fund asset classes)
• Review reports / investment products covering investment style, process, strategies, performance and structures
• Send research reports to managers
• Incorporate relevant factual feedback from managers in reports
• Publish reports on Zenith website to clients

To join us you will need the following experience and skills:

• You will ideally have a bachelor's degree or higher in Finance, Commerce or Business - this is highly advantageous.
• You must have excellent written and verbal communication skills in English.
• You will have a passion for your craft, a 'can do!' attitude and a hunger to learn continuously!
• You must have advanced MS Office Suite skills.
• You will ideally have a passion for investments and markets - Equity in particular.
• You will have the ability to work independently and take ownership of your own workload.
• You will be a team player who can communicate and work effectively with all stakeholders at all levels.
• You must have excellent presentation skills and strong attention to detail.
• Having a background in research is favourable.

By joining the team, you will be offered the following:

• A role that is varied in its responsibilities and welcomes initiative and collaboration with other motivated and experienced professionals.
• The opportunity to make your mark on the success of a fast-paced entrepreneurial company that is growing rapidly internationally.
• A pleasant, ambitious and professional working climate with good opportunities for further development.
• A culture that is about continuous learning and development to ensure that we retain our brand integrity within the global fund industry.
• Commitment to foster an environment that welcomes individual perspectives, backgrounds, and life experiences.
• Eligibility of discretionary bonus.
• 4 days study leave per annum.
• $4,000 p.a. study allowance paid for successful completion of approved courses (in accordance with Continuing Professional Education policy).
• Flexible work options under our Versatile Work Practices.

Your next steps:

• Investment or Research Graduates with the right attitude, who are looking to establish their career in investments are encouraged to submit their application!
• We are always looking for committed and energetic individuals to be a part of the team and if you're looking for a collaborative, supportive and inclusive environment and would like to be part Zenith's rapid growth, apply now!

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

We attract and nurture local talent from all over the world, ensuring our people are both deeply attuned to regional needs but also bring a global mindset to help clients, communities and nations move forward. Our culture is fuelled by men and women with the passion to push beyond borders and boundaries, and the wisdom and courage to do what’s right.

Citi Commercial Bank (CCB) business aspires to be the bank of choice for internationally-oriented, mid-sized companies within Citi’s footprint. CCB serves clients with sales between $10MM and $1Bn within target industries that value Citi’s distinctive global network and product capabilities. CCB’s aim is to act as a trusted thought partner to support our clients’ growth by providing access to the full suite of banking solutions – including lending, trade, cash management, FX and advisory services.

CCB embodies our unique purpose as the global bank of choice for trade-oriented, mid-sized companies who see us as trusted thought partners that bring simplicity in an increasingly complex world, client-centric solutions for long-term growth and pave the way for them to reach across borders and achieve their global vision. The Commercial Subsidiary Group or CSG is the network that manages and develops the banking relationships for multinationals in Australia.

This position is a hybrid role with the successful candidate also managing his/her own portfolio of clients within the Commercial Subsidiary Group. The Role is Relationship Associate/Client Desk Relationship Manager. As a Client Desk Relationship Manager, you will manage a set of existing clients. You will maintain and defend the portfolio as well as increase revenue by deep diving into the relationships to find additional opportunities.

The Relationship Associate is a developing professional role supporting Senior Relationship managers with complex client portfolios in the Multinational space. As an Associate, you will assist in the seamless delivery of solutions and support the provision of proactive client coverage together with managing a portfolio of emerging relationships. Our Relationship Associates form part of the foundation of our relationship management teams and represent the pipeline from which we’ll grow our next generation of leaders. This is a fantastic opportunity for someone looking to gain exposure to a world class banking platform and develop their skills and talents over time in order to develop a successful career within Citi.

Key responsibilities will include:

• Working with various Commercial Subsidiary Group (CSG) relationship managers to support clients in every step of their relationship — from on-boarding and preparation of EUDDs and various credit memos for submission to credit approvers and committees.
• Learning about a broad range of industries and developing a deep level of expertise on Citi’s credit, policies and practices.
• Manage and grow a portfolio of emerging relationships, with a focus on delivering best in class service and the origination of business opportunities within this portfolio.
• Conducting research on prevailing industry and market conditions that are key inputs into the CCB’s business development activities.
• Generously supporting the growth of the CSG business, devoting time to helping RMs develop pitch materials, marketing proposals and other new opportunities.
• Being the go-to for information on local regulations to ensure the business achieves the highest compliance and audit results.
• Cultivating their own position as a future leader within the business community, getting involved in local organizations to start building a strong network.
• Support the monitoring and tracking of key business initiatives.
• Support the CSG Country Head with business planning and analysis.
• Take the lead in the on boarding and retention of clients, ensuring the appropriate “Know Your Client” (KYC) and other compliance deliverables are met.
• Managing daily administrative duties and processes associated with the management of a portfolio of clients.

Key skills and experiences required:

• At least 1-3 years of relationship management and credit experience, sound understanding of finance and accounting fundamentals, together with some exposure to; transaction banking, loans and financial markets (FX and derivative)
• Knowledge of, and ability to complete AML and KYC processes.
• The ability to understand the part they play in building a strong CCB/CSG culture that enables our teams to deliver remarkable experiences to our clients.
• The ability to thrive in an entrepreneurial organizational structure and add value by bringing an optimistic, proactive approach to the work they do.
• The ability to go beyond immediate business silos to build their network.
• Confidence and drive to own developing high quality, client ready information with strong attention to detail.
• Analytical skills with ability to process and prioritize complex information.
• The resilience to adjust plans and priorities when necessary to meet evolving client and business needs.
• Strong interpersonal and cultural skills to work with a variety of countries and products across the region.
• Ability to embrace new technology and understand the role digital plays in the experience we deliver for our clients.

Qualifications:

• University degree or higher
• Previous coursework or experience in Finance, Accounting, and Economics.

Role is based in Melbourne.

-------------------------------------------------

Job Family Group:

-------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting