CLIENT SERVICE ADMINISTRATOR JOB DESCRIPTION

When investment account records fall out of sync and retirement plan members cannot process contributions on time, the downstream cost lands on the client and on the relationship. Client Service Administrators in wealth management and group retirement services prevent that outcome by owning the operational layer between advisory teams and the clients they serve. Most days center on two core demands: keeping account documentation accurate through KYC, AML, and FICA compliance protocols, and turning around client requests - withdrawals, transfers, plan enrollments - inside the service-level windows that govern these relationships. Registered plan administration is complex enough that speed alone does not satisfy; accuracy at a 95% or higher processing threshold is the standing expectation.

As the Client Service Administrator, you maintain the accuracy and compliance of client account records while ensuring that plan members, advisors, and corporate clients receive responsive, professionally executed service on every interaction. You work within a Client Services or Client Delivery team, supporting Relationship Managers and Account Executives and reporting to a team lead or Client Services Manager whose priorities shape your daily workload.

Career Impact: Hands-on exposure to registered retirement plan structures, including RRSPs, DCPPs, and TFSA administration, builds technical depth that is directly valued for progression into Relationship Management or Client Services Team Lead roles.

Business Impact: Advisors and Relationship Managers depend on accurate, on-time account processing to sustain client trust; when this role functions well, renewal and retention rates for managed retirement portfolios hold at target.

Growth Opportunity: Processing a high volume of regulated financial transactions across custodial, investment, and plan administration workflows rapidly expands your competency across compliance frameworks, including  AML, KYC, and FICA, positioning you for more complex client-facing mandates.

• Process client account transactions, including withdrawals, transfers, plan enrollments, and maintenance requests, within established service-level timelines.
• Review incoming client documentation for completeness, accuracy, and conformance to KYC, AML, and FICA regulatory requirements before onward transmission.
• Maintain and update client records in the CRM and account administration systems to reflect all current account changes, fee adjustments, and compliance status.
• Coordinate with Relationship Managers and Account Executives to prepare client review packages, meeting materials, and new client onboarding documentation.
• Respond to inquiries from plan members, advisors, and corporate clients via phone and email, resolving issues independently or escalating as required by defined protocols.
• Reconcile account data and fee pricing changes against custodian records to ensure accuracy of reporting and billing.
• Support the preparation and distribution of quarterly and monthly client reports, ensuring delivery to the correct contacts within agreed deadlines.
• Participate in team projects, cross-training activities, and process improvement initiatives that strengthen the consistency of client service delivery.

• Bachelor's degree in Business Administration, Finance, or a related field, or equivalent work experience.
• 2 or more years of client service or administrative experience in financial services, wealth management, or group retirement plan environments, with demonstrated accuracy under volume pressure.
• Working knowledge of registered retirement plan structures, including contribution processing, account maintenance, and plan-level reporting.
• Understanding of regulatory compliance requirements governing client account administration, including AML, KYC, and applicable client identification protocols.
• Demonstrated ability to manage high transaction volumes while maintaining processing accuracy at or above established quality thresholds.
• Strong written and verbal communication skills, with the ability to correspond professionally with plan members, advisors, insurance companies, and custodians.
• Proficiency with the Microsoft Office suite, particularly Excel, Word, and Outlook, with aptitude for learning proprietary account administration platforms.
• Sound organizational skills, including the ability to prioritize competing service requests, manage deadlines independently, and escalate appropriately.

• Knowledge of registered plan products such as RRSPs, DCPPs, DPSPs, or TFSAs, or progress toward a relevant industry qualification such as a Mutual Fund or Life License.
• Experience in a B2B client service model supporting corporate clients or plan sponsors, with familiarity with navigating multi-stakeholder service structures.
• Exposure to custodial account administration, including electronic account paperwork generation and coordination with external custodians.
• Bilingual proficiency (French/English or another relevant language pair) to support a broader client base.

• Processing accuracy rate, targeting 95% or higher across all client account transactions and documentation submissions.
• Service-level agreement (SLA) adherence rate, measuring the percentage of client requests resolved within the contracted response window.
• Client request turnaround time, tracked in days from receipt to completed processing for standard account changes and plan updates.
• Onboarding completion cycle time, measuring days from new client confirmation to fully activated account in the administration system.
• Reconciliation error rate, reflecting the frequency of fee pricing or custodian data discrepancies identified per review cycle.
• Typical tools: CRM platforms (commonly Salesforce or Microsoft Dynamics); account administration systems (commonly proprietary or Broadridge-adjacent platforms); Microsoft Office suite (Excel, Outlook).

• Base Salary Range: $45,000 to $65,000 annually, depending on experience and market
• Bonus: Discretionary annual bonus, typically 5% to 10% of base salary
• Equity: Not typically offered at this level in financial services administration roles
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15 to 20 days annually, plus standard US public holidays
• Common Perks: Retirement plan with employer match; tuition or licensing reimbursement for relevant financial industry qualifications; hybrid schedule in some firms

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Successful completion of a criminal background check and, where applicable, a credit history review consistent with financial industry regulatory requirements is a condition of employment. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations for qualified individuals with disabilities are available upon request throughout the application and employment process. Candidates must be authorized to work in the United States.

The Client Service Administrator owns the full client lifecycle database across Microsoft Dynamics CRM and HubSpot, from entering key information and creating sales opportunities to mining gaming publications and social media for new business. Working alongside the Marketing Team, Client Services Administrative Team, and Global Sales Teams, this role enables pipeline growth by generating campaign leads, researching competitor activity, and ensuring world-class service across all internal and external communications.

Key Responsibilities

• Maintain a database of prospective, current, and past clients using Microsoft Dynamics CRM and HubSpot, including entering key information, creating sales opportunities, and running reports.
• Mine and monitor gaming publications, social media, and other channels to obtain new business.
• Provide world-class customer service when fielding incoming internal and external calls and emails on behalf of the Client Services department.
• Cultivate, foster, and regularly connect with the current list of North American customers identified as Inside Sales.
• Act as a liaison between cross-functional teams in support of sales strategy initiatives.
• Participate, as assigned, in trade shows, conferences, and roundtables.
• Work closely with the Marketing Team, Client Services Administrative Team, and Global Sales Teams on marketing campaigns and lead generation best practices.
• Review associated North American campaign leads, follow-up requirements, and share any feedback with internal stakeholders.
• Research competitors' websites and online marketing initiatives and activities.

Required Qualifications

• Minimum 1 year of experience in a related position.
• Preferred previous experience supporting a sales or business development team.
• Preferred proficiency with maintenance and utilization of a CRM system.
• Proficiency in Microsoft Office, including Outlook, Word, Excel, Teams, and SharePoint required.
• Strong attention to detail, sound judgment, and ability to work independently and as part of a team.
• Ability to read, write, speak, and communicate in English sufficiently.
• Ability to communicate effectively, both orally and in writing, with internal and external parties.
• Can speak with prospective new clients and respond to client inquiries in a professional and helpful manner with team support.
• Can perform metadata research on prospective clients.

Embedded within a consulting and account management team, the Client Service Administrator delivers day-to-day service support for group retirement accounts and individual members by managing intake communications, processing client changes, and coordinating annual reviews. Working closely with Consultants, Account Executives, and the Client Relationship Consultant, this role advances member satisfaction and operational accuracy across the full client relationship lifecycle.

Core Functions

• Manage the intake email address and toll-free phone line.
• Assist members with general inquiries, process change requests, transfers, withdrawals, and quarterly reporting.
• Update client databases by processing all types of client changes.
• Maintain overall responsibility and accountability for the Client Relationship Management tool.
• Assist Consultants and Account Executives with paperwork and member packages in preparation for client annual reviews.
• Interact with individual members and insurance and financial companies to address all inquiries promptly.
• Update model portfolios and fee pricing changes as directed by the Director of Analytics and Governance.
• Ensure Record Keeper's fee changes match the pricing worksheet.
• Provide updates on industry trends and coordinate and facilitate internal monthly meetings.
• Deliver outstanding customer service in a professional manner.

Qualifications & Experience

• University business degree preferred.
• Mutual Fund and Life License not required but would be of benefit.
• Minimum 1-2 years of industry experience.
• Knowledge of retirement and banking products and services.
• Proficient in Microsoft Office suite including Word, Excel, and PowerPoint.
• Excellent communication, attention to detail, and interpersonal skills.
• Bilingual in French and English preferred.

Reporting to the advisory team leadership, the Client Service Administrator generates account paperwork and marketing materials, maintains Salesforce records, and coordinates travel and expense management to support seamless client service delivery. Partnering with advisors and internal operations, this role enables the team to meet client service standards and complete company-wide projects with accuracy and consistency.

Primary Duties

• Generate account paperwork and marketing materials for current and new clients, prospects, and investments.
• Assist advisors with general meeting preparation for clients and prospects.
• Book all travel coordination for the team and enter team expenses and report gifts in Compliance 11.
• Assist the team in meeting client service minimum standards and organize physical and electronic team folders.
• Maintain and enter accurate team records in Salesforce and provide phone coverage for the team.
• Create weekly team meeting agendas and reports.
• Coordinate information for accurate completion of company-wide projects.

Education & Experience

• Undergraduate degree or equivalent work experience required.
• Exposure to wealth management or financial services preferred, with 1 year of experience in an administrative capacity preferred.
• Strong personal computer skills including Microsoft Word and Excel.
• Excellent written and verbal communication skills with strong attention to detail and organizational skills.
• Strong work ethic and ability to prioritize multiple projects with an entrepreneurial spirit and passion to serve clients.
• Experience in clubs, activities, sports, or volunteer service helpful, especially in leadership roles.

Sitting at the intersection of client service and financial operations, the Client Service Administrator maintains and opens client banking and investment accounts, executes transactions, and ensures robust procedural documentation to support advisers and the investment team. Operating across administrative, tax deadline support, and project-based workstreams, this role enables the firm to deliver accurate, timely financial services to its client base.

Duties

• Maintain and open client banking and investment accounts and execute transactions for investment and financial advisers.
• Engage with clients to assist them with inquiries and updates on their accounts.
• Ensure the organization is equipped with robust procedural documentation.
• Assist the firm with administrative and workstream support, especially for tax deadlines.
• Closely interface with the financial and investment teams on projects and initiatives.

Skills & Qualifications

• Associate's degree in Business Administration or related field.
• Progressive experience in administration for a dynamic business environment, ideally in a related financial field.
• Grasp of banking, investment, and tax terminology, flows of payment systems, types of banking documents, and timing of various financial transactions.
• Demonstrated experience in project management to accomplish goals on strict timelines.
• Intuitive ability to navigate new and different technology platforms.

A key member of the SPS team, the Client Service Administrator delivers day-to-day interaction with corporate clients by processing service requests, researching transaction inquiries, and providing training and mentorship on tools and services to ensure plans run efficiently. Collaborating across Relationship Management, Education, Trading, and Conversion teams, this role builds consistent, high-quality client experiences from implementation through to ongoing plan administration.

Accountabilities

• Process internal and external service requests via email, phone, and internal applications to link or delink employee accounts associated with the firm's Master Account.
• Research transaction inquiries, general product information, and data feeds.
• Partner with other SPS teams such as Conversion, Client Services, and Technology to provide a seamless world-class experience for corporate clients and their employees.
• Process escalated emails and phone calls from internal and external clients.
• Have consultative conversations with corporate clients and internal service teams to provide standard methodologies and improve service experience.
• Cross-train other team members and partner with other teams to provide a consistent level of service, especially during higher volume periods and team member absences.
• Onboard new-to-firm and existing Stock Plan relationships enrolling in this service offering.
• Document and maintain client-specific operations procedures as needed.
• Participate in departmental initiatives, delegated responsibilities, and new projects.
• Engage with team and internal and external partners to understand and help drive the strategic vision of the department.

Experience & Qualifications

• Bachelor's degree or equivalent work experience required.
• 4 or more years of customer service experience in a corporate client, benefits, or brokerage environment preferred.
• Demonstrated experience working in a B2B model.
• Strong organizational skills with the ability to work on multiple assignments and complete them within established deadlines.
• High dedication to delivering a quality work product, following prescribed procedures, and handling escalated issues when appropriate.
• Strong computer skills with proficiency in Excel, Word, and PowerPoint, and the ability to work on multiple platforms simultaneously.
• Committed to delivering an outstanding client experience, comfortable making decisions, and able to serve as a point of contact and backup manager when needed.
• Flexible working schedule including the ability to support multiple time zone clients, with possible overtime on short notice.

Accurate and compliant financial transaction processing is the foundation of the Client Service Administrator role, which handles client-based financial and non-financial transactions while maintaining complete files, upholding regulatory requirements, and supporting team training. Based within the Registered Plans and TFSA Division, this role ensures that client commitments are met with speed, quality, and the personal touch expressed in the team's guiding motto.

Role Responsibilities

• Uphold the division's reputation and values while promoting the motto "With Us, It's Personal" in all interactions with employees, clients, and business associates.
• Maintain complete client files and ensure documentation is in good order and follows internal and external audit and regulatory requirements.
• Notify applicable team members of any transactions where further client action is required to move forward.
• Review documents in a timely manner to confirm accuracy, account openings, purchases, client updates, transactions, distributions, sales, and any other special transactions.
• Remain up to date on all products, services, and legislative requirements.
• Ensure the efficiency of business processes, policies, and procedures to deliver on client commitments with speed and quality.
• Organize and assist with the training of new and existing team members.
• Actively participate in projects and team meetings and own the execution of day-to-day operational activities to maintain effective and efficient service.

Minimum Qualifications

• High school diploma required, with a diploma in Business Administration or related field as an asset.
• 0-3 years of financial, investment industry, administration, or customer service experience preferred.
• Intermediate-level proficiency with Outlook, Microsoft Office products, and internet applications.
• Entry-level understanding of how the Registered Plans and TFSA Division operates.
• Excellent organization, attention to detail, and time management skills with the aptitude to establish priorities.
• Strong communication skills to liaise with customers and the team, maintaining professionalism in all situations and a processing accuracy of 95% or higher.
• Demonstrate flexibility and resilience in response to constraints and unanticipated events, and foster integrity, honesty, and mutual trust.
• Bilingual ability is beneficial.

As the Client Service Administrator, this role prepares and issues service instructions to operating units, resolves client and shareholder inquiries, and manages reconciling activities and monthly report delivery to maintain high client satisfaction targets. The shareholder services team relies on this work to ensure timely execution of client requests, accurate funding of dividends and postage, and mentorship of fellow administrators within the broader service function.

Job Functions

• Prepare and issue service instructions to various operating units based on client requests.
• Ensure timely receipt of information, raw materials, and other inputs needed to successfully execute client services.
• Maintain functional knowledge of the organization's processes, systems, and products.
• Ensure effective delivery of clients' monthly reports and timely funding of services such as dividends and advance postage.
• Resolve client issues and conduct research by working directly with other functional units, including interceding on client or shareholder inquiries quickly and accurately.
• Work independently or with the Relationship Manager to ensure proper follow-through on client requests and perform reconciling activities.
• Serve as a mentor, coach, and teammate for other Client Service Administrators within the team.
• Assist clients with special projects, expediting transactions, troubleshooting, and servicing of all client shareholder accounts.
• Attend client annual meetings, closings, and account planning sessions as required.

Background & Experience

• Bachelor's degree from a four-year college or university.
• 2 to 4 years of related experience and training, or equivalent combination of education and experience.
• MS Office and database knowledge and experience.
• Strong analytical and problem-solving skills.
• Excellent oral and written communication and interpersonal skills.

Client Service Administrator maintains advanced communications with clients, colleagues, and providers while managing MMB system accuracy, quality-checking colleagues' work, and overseeing client relationships to support both retention and growth. The work directly supports the Employee Benefits team's ability to consistently meet service level agreements, champion continuous improvement, and provide technical training that raises standards across the team and with external partners.

What You'll Do

• Communicate with clients, colleagues, and providers at an advanced level and adhere to MMB processes.
• Complete and maintain MMB's systems accurately and on time to achieve set targets, and own the delivery of tasks while proactively managing own workload.
• Partner with internal and external stakeholders to achieve best service for clients and deal with client and member queries verbally and in writing in line with service level agreements.
• Ensure quality of own work through a right-first-time approach and champion continuous improvement within the team.
• Develop and maintain appropriate technical and market knowledge and support revenue reporting activity as appropriate.
• Perform quality checking of colleagues' work, attend client meetings, and manage client relationships to support retention and growth.
• Serve as a training and technical referral for colleagues.

Required Qualifications

• Previous Employee Benefits-based experience.
• Strong background in administration or a customer-focused role.
• Related business experience and technical knowledge to an appropriate level and evidence of continued personal professional development.
• Excellent working knowledge of the Microsoft Office suite.
• Excellent time management, planning, and organisational skills with the ability to work to deadlines.
• Ability to work independently and as a team player, establishing good rapport with clients and colleagues.

The Client Service Administrator owns the end-to-end intake, processing, and revision of client service requests for a security services operation, ensuring all requests conform to established standards, personnel requirements are assessed, and the client receives timely updates throughout. Reporting directly to the Special Projects Watch Commander, this role enables seamless service delivery by maintaining the Support Wiki, updating the contractor log database, and building strong working relationships with the client and internal leadership staff.

Key Responsibilities

• Receive, process, and complete all incoming requests for additional services in an efficient and timely manner.
• Conduct quality control and assurance of all incoming service requests for completeness, accuracy, and conformance to established standards and protocols.
• Review service requests to determine personnel and resource requirements and priorities.
• Create post orders for all service requests utilizing established policies and procedures and provide completed requests to Administrative and Operations leadership staff.
• Document security administrative procedures and protocols in the Support Wiki and update the database and contractor log report daily or as needed.
• Coordinate with leadership staff to assess progress of requests and discuss needed changes.
• Revise service requests when required due to client request, personnel shortages, backlogs, or other interruptions and provide updates to the client and leadership staff.
• Develop an excellent working relationship with the client and provide excellent customer service to all client requestors on all matters related to additional service request standards and protocols.

Education & Experience

• High school diploma required, with an AA degree in Business Administration preferred.
• 3-5 years of administrative experience in a fast-paced and dynamic work environment.
• Must complete and maintain state Guard Certification as prescribed by presiding state law.
• Extensive knowledge and proficiency with software programs such as Excel, Word, Keynote, Pages, Numbers, and other Office applications in a Mac OS environment, including FileMaker Pro.
• Ability to resolve customer issues in a timely manner, write clearly and informatively, multi-task, and be detail-oriented.
• Ability to adapt in a fast-paced, high-demand, and dynamic work environment.
• Reliable and dependable in terms of job attendance and performance.

Embedded within a commercial insurance operation, the Client Service Administrator issues large volumes of certificates of insurance and auto ID cards, manages certificate holder and expiration reporting, and ensures compliance with state regulations governing auto ID card issuance and automobile suspension responses. Working closely with assigned account teams and attending ongoing training sessions, this role maintains licensing requirements and protects clients through accurate, timely insurance documentation management.

Core Functions

• Review contracts and agreements for certificate issuance requirements and issue a large volume of certificates of insurance for assigned accounts.
• Generate certificate holder and monthly expiration reports and manage and respond to incoming phone calls related to certificates, auto IDs, and claims.
• Issue a large volume of auto ID cards and distribute WC posting notices for assigned accounts.
• Use various database systems with relevant renewal information regarding issuance of certificates and auto ID updates.
• Exercise familiarity with state regulations pertaining to auto ID card compliance and respond to time-sensitive automobile suspensions resulting from inadequate or omitted insurance validation.
• Maintain and distribute various client exposure lists.
• Attend training sessions and courses for maintaining skills and licensing requirements.

Experience & Qualifications

• BA/BS degree with 1 year of experience in commercial insurance, or high school graduate with a minimum of 3 years of experience in commercial insurance.
• Knowledge and understanding of insurance legislation, rules, laws, and other regulations on certificates of insurance and auto identification card issuance.
• Familiarity with insurance contracts and their provisions.
• Working knowledge of business office practices and procedures.
• Proficient in Microsoft Office Suite programs including Adobe, Excel, PowerPoint, and Word.
• Ability to establish work priorities, manage time effectively, work independently and in a team, and accept responsibility while staying focused under pressure.
• Excellent customer service and interpersonal skills.

Reporting to the advisory team, the Client Service Administrator refines all aspects of client database management and valuation reporting, acting as the first point of contact for telephone enquiries and all admin-related client queries while ensuring review schedules, remuneration records, and profitability reports are kept current and accurate. Partnering with advisers and the wider team, this role supports consistent service delivery and strong client relationships across the full annual review cycle.

Primary Duties

• Ensure all client details and relevant review schedules are entered onto the client management database and maintain and update all forms and templates.
• Ensure accurate valuation reports and review packs are prepared for the adviser in a timely fashion and evaluate client profitability from system reports.
• Ensure all remuneration is added to the system and that the correct level of remuneration is being received.
• Ensure all clients have annual review dates on the client management database and process incoming mail from clients, updating the database accordingly.
• Ensure all client queries are resolved as quickly and efficiently as possible, acting as first point of contact for all admin-related queries and telephone enquiries.
• Assist with general admin duties during absence and holidays and maintain open communication with the team and advisers.

Skills & Qualifications

• Good IT skills including MS Office and Excel.
• Ability to work within agreed business processes, to deadlines, and methodically and accurately without supervision.
• Attention to detail and accuracy.
• Good oral and written communication skills.
• Can work as part of a team and stay calm under pressure.

A key member of the Group Retirement Services team, the Senior Client Service Administrator develops expertise in plan member requests, from information updates and missing-document follow-up to processing retirement savings contributions, while identifying process improvements to support both clients and business partners. Collaborating across team huddles and with leaders and senior members, this role enables error-free plan administration and positions the organization to deepen client relationships over time.

Scope of Work

• Review incoming client requests to ensure all required information is included and send emails to clients to request missing information.
• Process client requests such as plan member information updates, following process notes, client service agreements, and quality guidelines to ensure error-free handling.
• Identify ways to improve how the team works to support clients and business partners.
• Participate actively in team huddles and communicate proactively with leaders and team members when working on requests that require collaboration or senior team member support.

Knowledge, Skills & Abilities

• Experience in a customer service and multitasking environment.
• Understanding of products such as RRSPs, DCPPs, and DPSPs.
• Knowledge of the GRS Global system, Ultera, and Lotus Notes/Outlook.
• Comfortable using computers and learning new applications, with proficiency in Excel.
• Organized and efficient with excellent time management skills and strong attention to detail.
• Independently motivated to meet team objectives and team-oriented and collaborative.
• A great communicator with strong verbal and written skills.

The Client Service Administrator coordinates membership enquiries, diary management, and daily till balancing to ensure the smooth running of a high-profile health club reception, with member journey quality as the top priority. Based within a multi-department site team, this role supports consistent, professional service delivery by collaborating with physiotherapy, personal training, and all other departments while completing monthly KPIs.

Day-to-Day Responsibilities

• Deal with membership enquiries, appointments, and bookings with the highest standard of attention to detail and customer focus, ensuring all membership enquiries are processed and dealt with effectively.
• Support with queries relating to membership, physiotherapists, and personal training and create a professional first impression.
• Work as part of a team to ensure customer service levels exceed expectations, forming an integral part of the Customer Journey and striving to continually review and improve where possible.
• Manage diaries and client appointments for all departments in the health club.
• Communicate with clients and employees face to face, by telephone, and through written correspondence.
• Ensure daily cashing up and balancing of tills is completed correctly and that the reception area is neat at all times.
• Work closely with all departments and team members to ensure consistency and professional delivery of services and complete monthly KPIs.

Position Requirements

• Experience in a customer service-focused environment.
• Excellent IT skills with proven proficiency in Microsoft Excel, PowerPoint, and Word.
• Outstanding communication and customer service skills with excellent attention to detail.
• Approachable, personable, and able to adapt to different situations, always keen to delight customers and improve their experience.
• A team player with exceptional planning and organizational skills and the ability to multi-task.
• Ability to work in a pressurised environment with a flexible and can-do attitude.

Sitting at the intersection of client communication and workflow coordination, the Client Service Administrator manages the steady flow of work to accounting teams by preparing engagement letters, liaising with clients to gather necessary documents, and handling tax return lodgements and corporate secretarial processing. Operating across internal scheduling, client correspondence, and general office administration, this role enables accountants to carry out their work accurately and on schedule.

Activities

• Manage workflow within the team to ensure accountants have a steady stream of work completed as scheduled.
• Prepare and distribute client engagement letters and proposals and liaise with clients to gather information and documents necessary for accountants to carry out their work.
• Schedule and book internal and external meetings and update and maintain client data and information.
• Manage lodgement of tax returns to the ATO and assist in the processing of corporate secretarial work including new company registrations and ASIC changes.
• Handle ad-hoc and general office administration as required.

Professional Experience

• Relevant experience in a similar client-facing role, preferably in a fast-paced environment.
• Proficiency in MS Office with strong attention to detail, time management, and organisational skills.
• Excellent communication skills, both verbal and written, with excellent presentation and good phone manner, communicating professionally with all stakeholders,
• Strong interpersonal skills including reliability, flexibility, and punctuality with a positive, can-do attitude and eagerness to learn.
• Ability to work independently and in a team, follow instructions, take initiative, learn and implement existing administrative processes, and meet tight deadlines without compromising quality.
• Current driver's licence required.

A key member of the client services team within a logistics fulfilment operation, the Client Service Administrator responds to client enquiries in line with agreed KPIs, monitors customer performance and loyalty, and continuously develops commercial awareness to maintain the highest standards of daily client administration. Collaborating across CS, Accounts, Operations, and IT, this role builds and protects client relationships while ensuring the organisation's brand image and values are reflected in every customer interaction.

Operational Focus

• Respond to client enquiries in line with agreed KPIs and manage the shared client services email inboxes.
• Support the wider business with all administration duties associated with client services, encompassing system training and support.
• Handle customer complaints, keep accurate records of discussions or correspondence with customers, and communicate courteously with customers by telephone, email, and face to face.
• Keep up to date with any organisational changes in products and services and develop a detailed understanding of all services and products offered by the fulfilment operation and carrier partners.
• Maintain regular contact with all customers within the portfolio, ensuring client issues are identified and resolved, and liaise with CS, Accounts, Operations, and IT to identify customers requiring further training.
• Monitor customer performance, loyalty, and satisfaction to ensure the best possible service is provided and to build on existing client relationships.
• Continuously develop knowledge, commercial awareness, and own skills and abilities to provide the best possible standard of daily client services administration practices and maintain brand image and values.

Technical Qualifications

• Minimum 1 year of administration experience within a fast-paced customer-focused logistics business.
• Exposure to an account management type of role with proven ability to liaise with a wide range of customer contact levels.
• Competent in Microsoft packages including Excel.
• Proven ability to prioritise workloads and conflicting demands, plan and organise personal and customer workloads, and build strong relationships with internal and external customers.
• Ability to communicate at all levels.
• Can develop customer accounts to maximise revenue opportunities, and work off own initiative with an understanding of when to delegate or escalate.
• Problem-solving and decision-making skills with the ability to remain extremely well presented and professional.
• Self-motivated with ambition to succeed, a keen learner with high attention to detail.

The Client Service Administrator guides the full delegate journey from sale confirmation through to service delivery, coordinating logistical requirements with clients and briefing delivery teams on venue, materials, and virtual requirements to ensure every workshop and consulting project runs seamlessly. The client delivery team relies on this work to uphold consistent standards, manage physical, virtual, and digital resources, and build stakeholder relationships grounded in trust, transparency, and respect.

Leadership Responsibilities

• Work directly with clients to confirm delegates and their joining requirements, and lead on the coordination and management of these requirements to enable the delivery of services.
• Communicate with delivery teams to ensure they are briefed on all logistical requirements for delivering agreed services to the client.
• Ensure standards of delivery are met and adhered to consistently.
• Lead the delegate and participant journey from first point of contact once a sale is confirmed through to the delivery of services by consultants.
• Manage associated resources to ensure exceptional delivery and client experience of the full proposition, including physical, virtual, and digital.
• Deliver a complete handover of information and materials to the client delivery team, including venue details, room configuration logistics, workshop materials, virtual delivery requirements, and relevant parameters.
• Advocate and promote excellence as an integral way of working to everyone through positive role modelling and best practice behaviours, and proactively highlight where standards are not being upheld to address through education.
• Build and maintain positive relationships with all key stakeholders across the organisation by fostering collaborative ways of working based on trust, transparency, and respect.

Requirements

• Graduate calibre with confident use of PC and Office applications.
• Ability to communicate effectively and confidently.
• Strong attention to detail and appreciation of process diligence.
• Independent way of working with quick comprehension, flexibility.
• Ability to work in a team with quality awareness.
• English and Chinese is required.

As the Client Service Administrator, this role creates a single point of contact for day-to-day administration for clients, providers, and insurers, independently responding to queries, coordinating scheme invoicing and membership data, and ensuring full compliance with financial and industry regulations. The client services team relies on this work to maintain accurate records, meet agreed SLAs, and support retention by keeping all parties consistently informed and updated.

Key Deliverables

• Be the first point of contact for day-to-day administration from clients, providers, and other internal and external sources.
• Independently respond to queries from clients and insurers in a proactive manner, meeting agreed SLAs and keeping all parties updated.
• Coordinate administration of schemes including invoicing, membership data, claims data, and communication material.
• Ensure correspondence received and issued is checked for discrepancies and challenged as appropriate, and that client records and the in-house system are always kept up to date.
• Attend internal and external meetings with insurers and product training as required.
• Ensure compliance with local procedures, customer service standards, and financial and industry compliance regulations and legislation.

Background & Experience

• Previous administration experience.
• Strong Microsoft Office skills.
• Excellent verbal and written communication skills with strong organisational and time management skills.
• Proven team player with a customer-centric approach who delivers a high level of customer service.
• Efficient, reliable, and willing to develop.
• Proven ability to adapt to change.

Client Service Administrator executes daily data maintenance, report distribution, and trade entry for a suite of Funds products, ensuring new client applications are processed accurately and the Client Services Team receives consistent operational support. The work directly supports the integrity of the back-office system and the organisation's ability to deliver timely, professional reporting to clients and senior management.

Areas of Ownership

• Maintain data within the internal system for the suite of Funds products and update it daily.
• Create and distribute reports to clients on a daily and monthly basis.
• Process new client applications and input trades into the back-office system for the suite of Funds products.
• Support the Client Services Team, manage post-distribution.
• Assist with ad-hoc tasks and projects as required.

Qualifications & Experience

• Experience working in an office environment.
• Highly organised, fast, and efficient with the ability to multi-task and organise others.
• Excellent attention to detail with the ability to meet deadlines.
• Excellent oral and written communication skills and ability to professionally represent senior management.
• Ability to think ahead, anticipate needs before they arise, work under pressure, and be flexible as part of a small team.
• Ability to develop and maintain good working relationships at all levels, including during challenging circumstances.

The Client Service Administrator coordinates audit team work allocation and maintains a real-time work plan of allocated, completed, and forecasted assignments, ensuring efficient delivery by matching tasks to team competence, availability, and customer priorities. Based within a professional services environment, this role enables high-quality client interactions by keeping database and administration records current and resolving all client queries promptly and professionally.

Work Activities

• Allocate work to audit teams based on competence, availability, location, and customer priorities.
• Produce and maintain a clear work plan of allocated, completed, and forecasted work.
• Build and maintain good working relationships with key stakeholders in the office and field to maximise the delivery of work in an efficient and competent manner.
• Keep up to date with administration and database management in relation to audits booked and client interaction.
• Respond to queries relating to clients politely and professionally, ensuring all enquiries are dealt with promptly and satisfactorily resolved by email or telephone.

Skills & Qualifications

• Experience in administration and customer service in a professional services environment.
• Proven track record of working in a fast-paced business.
• Ability to remain calm under pressure and meet deadlines.
• Customer-focused with exceptional attention to detail and strong customer service skills.
• Excellent telephone manner and communication skills.

Embedded within a client services team at a nonprofit employment support organization, the Client Service Administrator facilitates new client orientation, job preparation classes, and TechLab sessions while documenting service outcomes and supporting Employment Specialists with outreach, follow-up, and case noting in Servicepoint. Working closely with volunteers, donors, and staff across departments, this role creates a welcoming environment that connects job seekers to the tools, resources, and community events they need to succeed.

Performance Expectations

• Facilitate new client orientation and job preparation classes, including resume building, practice interviews, job applications, computer tutorials, cover letters, reference lists, and job search guidance.
• Facilitate the weekly employment support group as needed and help identify and create workshop topics.
• Oversee and facilitate TechLab sessions, working one-on-one with clients to assist them in learning new technology for their job search.
• Document and track each service, outcome, and next steps, as well as observations of clients' skills, job readiness, and growth opportunities.
• Provide a welcoming environment and information to clients, volunteers, and guests entering the facility, covering the front desk on an as-needed basis.
• Maintain and replenish documents and forms in the lobby and create and send out weekly updates regarding resources and upcoming events to clients.
• Review client reports and support Employment Specialists with outreach and follow-up, consistently communicating issues and information regarding clients to Employment Specialists and case noting in Servicepoint.
• Support a variety of staff in completing administrative responsibilities such as filing, contacting clients, and returning messages, and maintain organisation of the office.

Minimum Qualifications

• At least 1 year of experience working in social services and customer service preferred.
• Proficiency in online research, Word, Excel, and PowerPoint programs required.
• Willing to learn other applications as needed.
• Strong data entry skills with attention to detail and accuracy.
• Excellent oral and written communication skills with strong phone etiquette.
• Strong organizational skills including effective time management and the ability to work and make decisions independently.
• Ability to multi-task, prioritize appropriately, and maintain flexibility.
• Bilingual in English and Spanish preferred.

Client Service Administrator coordinates program delivery and client intake for a behavioral health services agency by identifying clients in the electronic database, assigning cases to respite technicians, and ensuring mutual comfort between technicians, clients, and families throughout the engagement. The work directly supports the agency's mission by maintaining accurate documentation, facilitating recruitment screening, and verifying that services are being delivered safely and satisfactorily to families throughout the region.

Delivery Expectations

• Understand the mission and goals of the agency and apply the company's standards in all communication with families and Behavioral Health professionals.
• Assist with the new hire recruitment process by reviewing candidate resumes and conducting phone screenings and face-to-face interviews for open positions.
• Identify clients within the electronic database and determine whether the agency can provide the services needed.
• Provide timely, complete, legible, and accurate documentation of services rendered and comply with all reporting requirements.
• Assign cases to respite technicians and schedule meet-and-greet sessions between the technician and the client's family.
• Ensure services requested by parents are being provided by technicians and that there is mutual comfort between the technician, client, and family.
• Greet visitors into the office professionally and ensure the safety and well-being of clients by performing periodic calls to verify that services are satisfactory.
• Attend in-service training as required by regulation and adhere to all agency administrative and clinical policies and procedures.

Professional Experience

• 1 or more years of experience in a community or home health services agency strongly preferred.
• Proficient in Microsoft Office.
• Outstanding interpersonal and organizational skills.
• Willing to make and receive professional outgoing and incoming calls.
• Can create organised and legible charts and submit them promptly.

Reporting directly to the Relationship Manager, the Client Service Administrator strengthens client relationships by managing smooth onboarding of new clients into the CRM system, preparing meeting materials covering financial planning and investment concepts, and coordinating travel arrangements and expense reports for Lead Advisors. Partnering with internal operations and billing teams, this role enables an independent advisory firm to deliver confidential, organized, and responsive service to its growing client base.

Key Responsibilities

• Assist in preparing meeting materials for client meetings and new client proposals, learning key financial planning, tax, and investment concepts from day one.
• Build client loyalty with smooth onboarding of new clients, including communication with the client, coordination with internal operations and billing, and input into the CRM system to ensure accurate information and mailing lists.
• Schedule and confirm client meetings and take and input client meeting notes.
• Correspond and communicate with clients, gather information from them, and prepare estate, family, or entity flow charts and organisational documents.
• Work with internal operations to onboard new clients, coordinate paperwork, and perform account maintenance.
• Coordinate employee travel arrangements including air, hotel, and ground transportation, prepare detailed itineraries, and prepare expense reports for Lead Advisors.

Required Qualifications

• Minimum 1-2 years of administrative experience in the financial services field.
• Strong computer skills with proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint, and preferred previous experience with contact management systems.
• Superior interpersonal and communication skills, both written and oral, with excellent telephone etiquette.
• Self-starter, extremely organised and detail-oriented with strong commitment to accuracy and sound judgment.
• Responsive and reliable with exceptional follow-through and ability to work both independently and as a team player.
• Enjoys working in a fast-paced environment.

The Client Service Administrator manages the full order-to-invoice cycle for client communication campaigns, processing high volumes of orders accurately on WOLF, briefing media and creative teams, and monitoring campaign effectiveness to ensure all activity is completed on time and on budget. Based within the Account Management team and collaborating with Account Managers, Directors, and delivery teams, this role enables consistent communication flow and protects client relationships through proactive prioritisation and professional responsiveness.

Core Responsibilities

• Process a high volume of orders accurately and within deadlines, and process invoices for all sales transactions on WOLF.
• Check that prices and contracts are up to date and support Account Managers and Directors with general operations to help reach team objectives.
• Communicate important feedback from customers internally and deal with, prioritise, and respond to high volumes of client requests.
• Support across all delivery teams when required and work with Account Managers and Directors to brief media and creative.
• Ensure effective communication flows through the Account Management team regarding clients' wants and needs.
• Discuss with clients and suppliers the details of live campaigns, monitor the effectiveness of campaigns, and arrange and attend office meetings.
• Undertake administrative tasks as required.

Qualifications & Experience

• IT literacy with awareness of how the industry is developing in light of increased focus on digital.
• Understanding of current solutions across all platforms, particularly digital.
• Clear oral and written communication skills with enthusiasm for the communications industry.
• Excellent interpersonal, administrative, and organisational skills.
• A proactive attitude with the ability to use initiative and work under pressure while maintaining attention to detail.
• Ability to work to internal and external deadlines and effective teamworking skills.
• Enthusiastic, energetic, imaginative, approachable, outgoing, and diplomatic.
• A willingness to learn and resilience to deal with issues and constructive criticism.

Client Service Administrator manages the full client onboarding and account maintenance lifecycle, from generating paperwork and executing account transfers to developing a thorough understanding of client preferences and serving as a knowledgeable advocate with attorneys and CPAs. Success in the position means consistently driving high client satisfaction through prompt follow-up, proactive problem-solving, and rigorous protection of client privacy across all relationships, including those with high net worth families.

Scope of Work

• Serve as primary point of contact for all requests from clients and the investment team, interfacing with key constituents on a day-to-day basis.
• Attain the information technology requirements of corporate custodians.
• Manage operational tasks for client relationships and develop a thorough understanding of client expectations and preferences to serve as a knowledgeable client advocate.
• Drive high client satisfaction through excellent service, prompt follow-up on client issues, and proactive problem-solving, and help maintain trusted relationships with key client intermediaries such as attorneys and CPAs.
• Electronically and manually generate account paperwork and account maintenance requests internally and externally with custodians.
• Execute and manage the new client onboarding process and account transfers and help maintain and create service processes and workflows.
• Promote and ensure respect for client privacy and confidentiality in all matters.

Knowledge, Skills & Abilities

• Associate's degree with a minimum of 3 years of relevant industry experience preferred, ideally in family office, wealth management, or working with high net worth families.
• Demonstrated passion for high-touch client service with strong communication skills, both written and verbal.
• High-quality interpersonal skills, enthusiasm, and a strong aptitude for learning.
• Organised and detail-oriented while managing and completing multiple tasks simultaneously and proactively solving problems with sound judgment.
• Demonstrated ability to work cooperatively and collaboratively with all levels of the team to exceed client expectations.

Embedded within the Client Services Centre team of a nationwide mental health organization, the Client Service Administrator handles client and service provider calls, offers appointments through a centralized booking system, and supports Intake Counsellors with referral coordination and administrative projects. Working closely with internal and external stakeholders, this role enables timely access to mental health services by verifying client service usage, redirecting requests, and maintaining a calm, empathetic presence across all interactions.

Accountabilities

• Offer appointments to clients using a centralized booking system and verify client service usage.
• Assist and redirect client requests for new services and other information.
• Check to ensure counsellors have confirmed case assignments within established time frames.
• Answer service provider queries and assist Intake Counsellors with coordination of referrals.
• Assist with various administrative projects within the CSC.

Requirements

• University degree preferred, or a combination of experience and related education will be considered.
• Excellent English and French verbal and written skills required.
• Proficiency with Microsoft Word and Outlook is required, as well as the ability to learn and adapt to new systems.
• Strong organizational and time management skills.
• Ability to listen and remain calm and empathetic in stressful situations.
• Exhibit positive service delivery to both internal and external stakeholders.
• Be flexible and adaptable to change.

The Client Service Administrator owns full personal accountability for all client transactions, compliance monitoring, and statutory documentation across the corporate clients portfolio, including AML queries, FICA documentation, board preparation, and adherence to agreed service level agreements. Reporting to and supporting the wider Corporate Clients team, this role strengthens client and co-advisor relationships while identifying process improvements and delivering quality input on risks and opportunities across the business unit.

Strategic Responsibilities

• Take full personal ownership, responsibility, and accountability for all client transactions, interactions, and enquiries, including new business take-on, client requests, compliance monitoring, file administration, annual file reviews, invoicing, and fee collections.
• Conduct first review of resolutions and statutory documents to ensure completeness, correctness, and correct formatting and numbering before arranging for signature or onward transmission to directors, CSMs, and clients.
• Follow prescribed processes and procedures daily according to set quality standards and agreed turnaround times, including maintenance of SharePoint and Greatsoft e-Sec databases, governance and control measures, preparation for board and committee meetings, and reviewing minutes, resolutions, and correspondence.
• Manage AML queries, risk rating preparations, collection and saving of FICA documentation, and assist with the statutory elements of setting up or taking on new companies, funds, and trusts, including all KYC, FICA, AML, FATCA, CRS, and GTR requirements.
• Ensure clients consistently receive service as agreed in Service Level Agreements and develop and maintain sound relationships with clients and co-advisors.
• Identify and report on suggested process and system changes to ensure congruent service delivery going forward, provide quality input on opportunities and potential threats and risks to the Corporate Clients business unit, and assist with or champion internal projects within Corporate Client Services.
• Meet personal and team key performance targets and provide team support to all areas within the greater Corporate Clients team and the wider business.

Skills & Qualifications

• Suitable qualifications relevant to the duties and responsibilities listed above, or studying towards a relevant qualification.
• Working knowledge of the Companies Act, corporate governance, trust administration, JSE listing requirements, including the debt listings rules, and security and securitisation structures and regulations.
• Basic understanding of financial markets and instruments is an advantage.
• Excellent Microsoft Office suite, computer, and typing skills.
• Ability to learn and understand new systems and processes with ease and confidence.
• Good communication skills.