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Client Experience Associate

Bennelong Funds Management - Melbourne, VIC

Banking & Finance
Source: uWorkin


The Client Experience Associate will take care of all external client services queries (via phone or email), document new procedures via the BFM Wiki, manage AML/KYC referrals sent through by the outsourced registry provider and maintain the integrity of Salesforce contacts, accounts and cases. The role is suitable for someone who is familiar with current Anti Money Laundering (AML) and Know Your Client (KYC) requirements for the financial services sector and has some knowledge of managed funds. 

The successful candidate should have at least 1-3 years’ previous experience working in a similar role within the financial services industry. They should be comfortable in a changing environment and be able to work with internal and external stakeholders in order to continuously improve processes. 

Specific responsibilities include: 

  • Responding to inbound enquiries in an effective and timely manner. These may include general account enquiries, provision of copy statements, general product enquiries, fund performance queries and fund distribution queries; 
  • Follow up of any outstanding Know Your Client (KYC)/ Anti Money Laundering (AML) checks with investors sent through by the outsourced registry teams; 
  • Driving adoption of new investor portal (to be live towards the end of the year); 
  • Maintaining up-to-date product and service knowledge; 
  • Initiate outbound contact as required; 
  • Generating customer interest in the organisation’s products and services; 
  • Providing personalised customer service by responding to the needs of customers; 
  • Documenting and reporting on customer feedback via Salesforce to improve the customer experience; 
  • Managing and updating customer databases (both kept with the external service provider and in-house in Salesforce) in a timely manner with relevant notes for each interaction, including proactive communication with sales team when required; 
  • Documentation of new procedures and revision of current procedures in the BFM Client Services Wiki; 
  • Assisting other teams with ad-hoc project work. 

Bennelong Funds Management develops and distributes actively managed equity funds, offering high-grade service and investment solutions to institutions, financial advisers and direct investors.

Bennelong is part of the BFM Group, an investment company that partners with boutique asset managers across the globe investing in Australian, UK, Asian and global equities; listed global infrastructure and real estate; and global emerging markets. Outside Australia the Group operates as BennBridge, with a presence in the UK and US.

People invest in our funds; our boutique partners manage the money; and we manage the business to deliver the best possible outcomes for our clients

Please not calls from recruiters at this stage