Client Service Officer (Financial Planning)

Role can be part time / full time or flexible hours.

About Fortuna:

Fortuna Advisory Group is a multi-disciplined advisory business providing accounting, legal, wealth, finance, IT managed services, insurance and outsourcing to over 15,000 clients nationally.

The business was started in 2012 in Perth and has now grown to have 15 offices, principally in WA and 1 office in Sydney, but has an aggressive growth strategy to be National by the end of 2025. Providing accounting services to its clients is its core, and using its trust and reputation it has grown to provide additional advisory services to these clients. The business is expected to have more offices in Melbourne, Sydney and Brisbane by the end of the year. The business has been recognised through multiple awards and was twice listed within the AFR Top 100 Firms and the fastest growing companies in Australia.

The Client Service Officer (CSO) plays a critical role in delivering a seamless and professional client experience across the entire advice journey. This role supports financial advisers by managing administrative and implementation tasks, coordinating client appointments, and ensuring accurate documentation and compliance with internal and regulatory requirements.

This is a great opportunity for someone looking to further develop their financial planning expertise while working in a collaborative and dynamic environment.

Key Responsibilities:

Client Relationship & Service Delivery

• Act as the first point of contact for client queries via phone or email

• Schedule client meetings and maintain appointment calendars for advisers

• Ensure all client interactions are handled professionally, respectfully, and in accordance with the firm’s values

• Manage ongoing client service packages, reviews, and follow-up actions

Advice Implementation

• Prepare client engagement documents (e.g. Engagement letters, consent forms, TOB)

• Liaise with product providers (superannuation funds, insurers, platforms) to gather information and submit applications

• Process rollovers, withdrawals, investment switches, and contributions

• Lodge insurance applications and manage underwriting follow-up (tele-interviews, medicals, etc.)

Administration & Compliance

• Maintain accurate client records in the CRM (e.g. Xplan)

• Prepare and lodge forms with relevant institutions, ensuring completeness and accuracy

• Ensure compliance with AFSL requirements, including maintaining file notes and document checklists

• Track implementation of SOAs and ROAs to completion

Team Support

• Assist advisers and paraplanners with data collection and fact-finding

• Liaise with accountants, lawyers, and other third parties as required

• Contribute to internal process improvements and participate in team training

What We’re Looking For:

• 3- 5 years’ experience in financial planning or professional services administration

• Experience using financial planning software (e.g. Xplan) preferred

• RG146 not required but beneficial

• Excellent written and verbal communication

• Ability to prioritise and manage multiple tasks to meet deadlines

• Team-oriented mindset with a client-first attitude

• High level of discretion and respect for client confidentiality

• Sound knowledge of financial planning concepts (desirable)

Why Join Us?

o Work with diverse and dynamic clients across various industries.

o Enjoy a flexible and collaborative working environment.

o Competitive compensation and performance-based incentives.

o Opportunities for personal and professional growth.

If you’re ready to make an impact, we’d love to hear from you!