Client Services Associate

About Mason Stevens

Mason Stevens is a leading provider of integrated wealth platform technology, that uniquely focuses on investor portfolio outcomes. More than just an administration platform, the innovative technology, paired with experienced investment specialist support, empowers advisers to deliver on their clients’ investment objectives via an unconstrained investment universe, and backed by exceptional client service.

Established in 2010, Mason Stevens is privately owned with over $10 billion of funds under administration and management. Led by some of Australia’s most experienced finance, technology, and investment professionals, with over 80 staff nationally.

About the Role

In this role, you will provide accurate, timely and professional operational and client service support, helping to ensure a high-quality experience for both internal and external stakeholders. You will be responsible for processing day-to-day transactions and service requests in line with established procedures, while maintaining compliance with internal controls, regulatory requirements and quality standards. This role is ideal for someone who is detail-oriented, customer-focused and enjoys working in a fast-paced operational environment.

Key Responsibilities:

1.Client servicing & contact handling

• Respond to inbound client/adviser queries (phone/email), providing accurate information within service standards.

• Triage requests and route/escalate to appropriate specialists when outside role authority or risk appetite.

2.Operational processing (standard complexity)

• Execute defined operational transactions and account updates (e.g., maintenance requests, basic changes).

• Complete fee consent checks and routine maintenance reviews in accordance with procedures.

3.Account maintenance & access

• Perform basic client account maintenance including credential resets and system profile updates per controls.

4.Cash and allocation support (routine)

• Support cash management monitoring/allocation tasks under established rules and supervisor guidance.

5.Risk, control & recordkeeping

• Maintain accurate client records, logs and documentation.

• Adhere to internal controls, compliance obligations and quality standards; identify exceptions and escalate promptly.

6.Decision-making authority

• Works within documented procedures and established service scripts.

• Makes routine decisions on prioritisation and request routing; does not authorise exceptions outside policy.

• Escalates complex, high‑risk, or ambiguous cases to Senior Associate/Manager.

7.Key relationships

• Internal: Distribution team, Operations/Platform support and Compliance

• External: Clients/advisers 

8.Role dimensions (typical)

• Time horizon: day‑to‑day to weekly

• Work complexity: routine to moderately varied; low ambiguity

• Risk exposure: controlled via checklists/procedures; escalations required for exceptions

Required Skills & Attributes:

• 1–3 years in financial services operations or client servicing

• Familiarity with CRM/workflow systems (knowledge of Zendesk preferred but not essential)

• Basic understanding of superannuation/investment products

• Strong attention to detail

• Customer-focused communication skills

• Time management and prioritisation

• Reliability and willingness to learn

Qualifications:

• Tertiary qualification in finance, business or related field (preferred but not essential)

 Life at Mason Stevens

At Mason Stevens, relationships matter to us, and by fostering a culture of humility and collaboration, we achieve remarkable outcomes while supporting each individual to realise their potential.

We are committed to building and maintaining a diverse and talented team, backed by the belief that it is only by working together, that we will achieve our purpose; helping our Clients to realise better tomorrows.

We believe in keeping our ‘minds wide open’ and empowering people with the resources and trust needed to make a meaningful difference. We know an idea can only change lives if it happens, and value the kind of people who believe in being the change they seek and see opportunity in challenge.

Above all, we know you will be a great fit for us if you value people, show kindness and play fair.

Kindly note that Australian full work rights are required for this application.