CSC

Position: Client Service Administrator (CSA) Reporting to: Client Service Manager Overall job function/role: To support the business service units in providing a high level of client service by owning and continually improving client administration and services. Key Areas of Responsibility: Client Service  Answer questions from team members and clients in a polite, professional, consistent and responsive manner.  Anticipate, monitor and meet the needs of clients and business units and respond to them in a timely and appropriate manner.  Ensure clients know they are willing to work with them to meet their needs.  Present a cheerful, positive manner with clients and team members alike.  Adhere to standard and goals for client service and satisfaction  Suggest change for improvement as and when needs are identified.  Meet expected turnaround for tasks based on Service Level Agreement.  Evaluate progress against tasks and communicate delays to Client Service Manager in a timely manner.  Identify the sequence of tasks and the resources needed to achieve a goal and prioritise steps. Key Activities: Client Service Administration  Prepare job pack ups for financial statements, income tax returns & activity statements & ensuring timely follow ups of signed documents.  Draft engagement letters & other client correspondence.  Client onboarding, offboarding and maintaining client databases.  Draft and send invoices to clients.  Lodgments including income tax, activity statement and payroll tax lodgements.  Ensure lodgements & follow ups are actioned to meet due dates for income tax returns, activity statements and PAYG instalments.  Organise blanket lodgement extensions for activity statements before lodgement due dates.  Organise income tax lodgement deferrals at the direction of the CSCs.  Liaise with the ATO to organise lodgement deferrals, payment arrangements, penalty and interest remissions.  Establish new company and trusts, including associated ABN/TFN/GST/PAYG registrations.  Corporate secretarial tasks including ASIC filing, preparation of ASIC annual reviews, preparation of company secretarial changes. Monitoring due dates and ensuring timely reminders are sent.  Prepare and maintain monthly ASIC annual review report highlighting reviews actioned and fines issued for each month.  Meet the turnaround times for CSA tasks outlined in the internal Service Level Agreement.  Participate and contribute in the continuous improvement to knowledge resources and streamlining processes, for example the continuous updates to training manuals and encyclopedia.  Participate in business training and development.

Backup Front of House Support  Assist administration assistants with reception cover as needed, including client greeting and inbound phone calls.  Assist with ad-hoc scanning as needed.  Perform any other ad-hoc administrative duties. Position Capability Indicators Technical excellence  Manages personal workflow and deadlines consistently  Communicates with internal and external stakeholders professionally and respectfully.  Applies strong level of attention to detail to all tasks Analytical thinking and problem solving  Supplements objectivity and information with experience and application of wisdom  Examines client queries from multiple perspectives to ensure completeness in response.  Consistently makes timely decisions with a focus on client service outcomes Initiative and ingenuity  Proactively seeks to improve ‘business as usual’ processes and software inefficiencies, from client’s perspective and team’s perspective.  Actively seeks out opportunity for learning and self-improvement.  Actively seeks out pathways to ‘expertise’ areas of interest. Growing talent / developing others  Supports the growth of the Administration Assistants through mentorship  Assists with building training material encyclopedia for the CSA and AA roles.  Assists with tasks reviews and support for the AA, especially for the AA/CSA dual role route. Excellence in client service  Builds client rapport and relationships.  Promotes themself as a knowledgeable and reliable first point of contact for the client.  Builds confidence and trust with clients by consistently delivering exceptional client service.  Consistently delivers on promises made to the client. System Experience  High level of competence with Microsoft Outlook, Word, Excel and PowerPoint.  Experience with accounting software e.g MYOB, Xero.  Experience with ATO & ABR portals.  Experience with XPM, ATO Mate, NowInfinity looked upon favourably. Personal Attributes  Flexible team player.  Curiosity/growth mindset.  High level of initiative and enthusiasm, a real self‐starter.  Friendly, personable, respectful and confident with liaising with stakeholders and clients.  Driven and self motivated.  Proactive problem solving.  Polished appearance commensurate with a professional services environment.  Strong client service ethos.  Integrity and honesty

 Results orientated  An approach of accountability, passion and excellence.