Client Services Representative

• Responsible for the program management activities and alignment for strategic programs
• Actively participates in the key planning of program milestones drives alignment to these milestones
• Works with senior staff members to identify and obtain participation from required cross-functional core team members
• Maintains program plans and program record
• Analyzes the actual performance against the plan and makes adjustments consistent with plan objectives

Client Service Analyst

• Complete internal tasks that support the success and delivery of client campaigns
• Keep tracking systems and records up to date to ensure visibility and accuracy
• Assist with audit processes by gathering data, reviewing details, and flagging inconsistencies
• Compile, analyze, and interpreting client and campaign data to create accurate reports and identify actionable insights that support performance tracking and decision-making
• Manage shared inbox requests, responding promptly and routing items as needed
• Contribute to team efficiency through timely, accurate execution of day-to-day responsibilities

Client Support Coordinator

• Manage pipeline from approval → settlement
• Prepare and issue AOL (Approval/Offer Letters)
• Coordinate with clients, lenders, solicitors, and brokers
• Track and follow up outstanding conditions
• Manage quarterly pricing requests / repricing
• Ensure all documents are complete and compliant before settlement
• Monitor timelines and proactively remove blockers
• Maintain accurate updates in Mercury CRM
• Support client communication and status updates

Settlements & Client Services Manager

• Review overdue accounts in Xero on a regular basis.
• Cross-check each overdue account in Salesforce before contacting the customer.
• Look for any notes, updates, or issues that may explain delayed payment, including: installation delays, questions about quality of finish, customer complaints or concerns, unresolved service or project issues.
• Make sensible decisions about whether an account should be followed up immediately or escalated internally first.
• Keep accurate notes on actions taken, customer responses, and next steps.
• Escalate sensitive or complex accounts to management before applying pressure.
• Use a friendly, professional, and respectful tone in early-stage payment follow-up.
• Adjust communication tone depending on the age of the debt: Under 30 days overdue: friendly, helpful, and relationship-focused; Over 30 days overdue: firmer, more direct, and more structured while still remaining professional.
• Potentially assist with reconciling incoming payments.
• Check that all invoices coming through the AutoEntry system are correctly present in Xero.
• Support the finance function with accuracy and follow-up.
• Send final invoices to clients.
• Follow up to confirm receipt where needed.
• Maintain professional and friendly communication while supporting timely payment.
• Follow up on warm sales leads after a salesperson has sent a quote or email.
• Check in approximately one week later to confirm the client received the quote and ask whether they need any further information.
• Set up projects and opportunities correctly in Salesforce.
• Process orders that come through the website within required timeframes.
• Chase up failed deliveries with freight companies.
• Record completed project photos and project details on the existing spreadsheet.
• Provide PA support to both company directors.
• Assist with simple filing and document organisation.
• Book travel and help coordinate related arrangements.
• Help keep day-to-day admin organised and moving.

Operations, Client Support Virtual Assistant

• Managing Inbound Communication
• Sorting ATO and other inbound correspondences received
• Coordinating responses from Manager
• Emailing clients with relevant attachments and information
• Assist Clients with providing documentations
• Source for client information that is required by the bankers, or clients.
• Drafting accountants letters
• Coordinate monthly or quarterly client obligations
• Coordinate ATO Lodgements including BAS, IAS QPINs to be sent out to clients post instructions from accountants
• Other administrative tasks
• Eg. Uploading documents for e-signature and filing them, closing bank receipts, sending completed Superfund financials to be audited.
• Connect daily to review open items, prioritise and deliver
• Manage formation of companies, trusts and SMSFs, and maintain related documentation.
• Update ABR & ASIC with various changes eg. Shareholders, address, etc
• Manage Annual ASIC Review Notices

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