1. Financial Planning Administrator
Client Services
Greet clients and prospective clients and ensure they are treated in a friendly and professional manner, making
them feel welcome and important.
Answer incoming calls in a professional manner and handle queries to limits of the role (as required)
Ensure all client queries and problems are answered and solved in an efficient and professional manner. This
may involve – liaising with fund managers/insurance providers on behalf of clients.
Give clients relevant information without giving advice.
Maintain agreed service levels and call quality standards.
Liaising with clients and companies via fax, email and in person.
Contribute to the development of existing client relationships in line with the Practice’s service
standards/offering to ensure maximum client retention eg. Attendance at WealthWise seminars and other client
events.
Build and establish relationships by taking time to talk to clients, showing genuine interest and using
questioning technique to determine needs.
Maintain integrity and confidentiality of all client information.
Administration
Completing general administration tasks as requested by advisers (ie. Non-SOA workflow including client
updates as required)
Assist advisers/paraplanners with obtaining product information and completing the RPAR research
Assist advisers/paraplanners with obtaining risk insurance quotes
Prepare relevent documents, applications etc for client meetings
Become competent in using the Coin client management system, INC and strategy.
Become competent with using other Financial Planning tools and calculators (eg. Midwinter) and risk quoting
software.
Attend and participate in compliance meetings to gain an understanding of relevent issues and keep up to date
with all compliance issues.
Assist with filing, sorting and maintaining files, archiving and keeping filing room tidy.
Scanning and filing of documents in ManagePoint
Typing and other clerical work
Manage the booking of meeting rooms as required
Assist with maintaining the Coin database, client data entry, running reports, mail merges and using the Coin
database effectively as required.

2. Assist with managing the client review process, preparing adviser lists, updating Coin, making appointments for
clients.
Produce any documents or correspondence as required by other Team members.
Over time, learn other duties as requested by the Team to assist other staff members and cover in times of
holidays e.g. General administration duties
At busy times of the year or in situations where assistance is needed to meet deadlines (eg. Mail outs etc), you
may be required to work back for a short period after hours.
New Business Implementation
Fulfilment of all new business (on Master Fund, Managed Investments, direct shares, insurance proposals).
This includes;
- fund managers and/or life office follow up
- submitting application/ redemption/switching forms
- Ensuring all relevant processes internal and external are completed in a timely manner.
Follow up any outstanding information from the client
Input all relevant client workflow details on Coin.
Recording new business on Access Workflow report
Checking off new business confirmations to ensure the business has been set up correctly
Complete file compliance checklist for all new business
Liaise with Adviser/Para planner during implementation phase.
Personal Development/Education
Develop knowledge of financial services industry and technical knowledge.
Participate in training and development as required.
Provide training as required to other members of the team.
Continuing education eg. internal education sessions, courses.
Core competencies:
Knowledge:
Industry – Willingness to learn about the financial services industry, particularly, the interaction between the
plays, (advisers, fund manager, regulators).
Products/Services – Willingness to learn of the various products and services available, and how they are used
and the relevant paper work associated with these products and services. Direct shares, managed funds,
master funds, wrap accounts, SMSF, risk products.
Compliance – Willingness to learn about compliance issues applicable to a financial planning practice.

3. Skills:
Computer - Demonstrates efficient use of various software packages such as Microsoft Word, Excel,
PowerPoint and financial planning software.
Verbal Communication - Expresses ideas, opinions and thoughts clearly and are readily understood by others.
Demonstrates effective telephone techniques. Ability to modify approach to suit a wide range of clients
predominately over the telephone.
Written Communication - Writes clear concise and readable reports, letters, and documents. Uses appropriate
grammar and vocabulary.
Interpersonal - Interacts with others courteously and with sensitivity. Establishes good interpersonal
relationships. Shows respect for colleagues, clients and their opinions.
Analytical - Applies logic and clear thinking in assessing situations and information.
Organisational – Plans and organises workload forminimum timeefficiency. Prioritises work to meetdeadlines.
Personal Attributes:
Team Player - Works effectively and co-operatively with others by using good interpersonal relationship skills.
Emphasises group goals, volunteers assistance and activity contributes to the team’s success.
Client Focused - Committed to providing unsurpassed service to clients by making clients and their needs a
primary focus of one’s actions. Always seeks to understand clients and their needs and seeks to build high
quality relationships with clients. Takes clients complaints seriously and addresses them promptly. Meets or
exceeds clients expectations by acting promptly and agreeing on a clear course of action. Committed to
meeting service standards and deadlines.
Motivated and Committed - Demonstrates a strong will to successfully fulfil all aspects of the job both the
mundane and the challenging. Displays a strong focus on achieving results.
Punctuality & Attendance – Punctual and reliable with employment attendance, willing to work overtime when
required
Attention to Detail - Processes information accurately and effectively. Monitors and double checks information.
Adheres to established policies and procedures for completing work tasks.
Maintain a Professional Image - Displays a professional image in both personal appearance and the
appearance of the office and the manner in which visitors are treated.
Embraces Changes - Remains effective and adjusts to changing demands
Honesty and Integrity - Displays high levels of honesty and integrity and ethical behaviour in all business
dealings both with clients and team members.
Self Development and Commitment to Learning - Seeks personal development and career enhancements.
Looks for and takes constructive feedback. Learns from one’s mistakes.