The snapshot
Staffstream is hiring an XPLAN Client Services Officer for an Australian financial planning practice that helps individuals and families build and protect their wealth through advice across investments, superannuation, and personal insurance. It's a highly regulated environment where client files, application accuracy, and timely coordination with product providers directly affect the client experience and the quality of advice.
You'd take ownership of the back-of-house administration that sits behind every client engagement: keeping files current, applications moving, and external parties followed up, so the Director and paraplanners can stay focused on advice and growing the practice. That covers the full client journey, from chasing fact finds and risk profiles and setting up files in XPLAN, through to lodging applications, completing switches, and following up providers until everything is finalised. This is a hands-on, process-driven role with real accountability for accuracy and follow-through. This role is open to candidates based in the Philippines.
Worth knowing upfront: XPLAN is central to this role, and the practice needs someone who comes from within the financial planning industry. Accounting or bookkeeping experience isn't a substitute. There's no direct client contact beyond templated emails, but you'll be calling industry funds and providers directly. The role is roughly 70% practice administration and 30% helping set the practice up for growth, including SOPs and GoHighLevel campaigns.
What you will actually do
XPLAN client file management
- Manage client records end to end in XPLAN, setting up and maintaining client profiles and pulling client information as the Director and paraplanners need it, so every file is accurate, complete, and current.
- Enter and manage completed fact finds in XPLAN, reading client-supplied information, extracting the relevant data, and recording it accurately so paraplanners can rely on the file when preparing advice.
- Create and manage tasks in XPLAN, and upload and organise client documents and file notes in the correct location, keeping a clean, consistent, compliance-ready file structure.
Client journey administration
- Manage the administration before and after advice: send fact finds and risk profiles to clients after the discovery call, follow them up until returned, and send third party authorities with certified, in-date identification.
- Obtain account rundowns and certificates of currency from fund managers and insurers.
- Prepare and submit advice requests to the external paraplanning provider, including the file note, fact find, risk profile, and provider information.
- Run the annual review process: three months before each client's reference date, pull an updated fact find and risk profile from XPLAN and send it to the client to confirm any changes.
- Track the status of every active client matter, identify outstanding items, chase missing information, and keep the Director and paraplanners informed of anything holding up progress.
- Prepare and send templated client emails and documentation, making sure correspondence is accurate, professional, and on time.
Implementation and provider follow-up
- Implement advice once the client proceeds, preparing and lodging superannuation, investment, and insurance applications and completing switches within two to three business days.
- Follow up fund managers, platform providers, and insurance companies directly by phone and email, chasing outstanding requirements, confirming receipt, and keeping applications moving through to completion.
- Resolve provider queries promptly, working through additional information requests, rejected applications, and processing delays, and updating the file accordingly.
Inbox and document execution
- Triage the shared and Director inboxes, prioritizing client, provider, and internal emails, actioning routine items independently, and escalating anything that needs adviser or paraplanner attention with the context to act quickly.
- Manage document execution through SignNow: prepare documents for signature, track outstanding signatures, follow up clients, and file completed documents to the client file.
Practice setup and growth support
- Help document the practice's processes into clear SOPs, so the administration function is consistent, compliant, and well documented.
- Support GoHighLevel campaigns, client communication, and workflow tasks, maintaining contact records and follow-up processes that suit the client journey.
- Keep client data and communication records consistent across XPLAN, Microsoft applications, SignNow, and GoHighLevel.
- Support the Director and paraplanning team with ad-hoc administration, file reviews, and process improvements.
What you need to bring
- Working knowledge of XPLAN: you can manage client records, enter fact finds, and create tasks without needing platform training.
- Experience within an Australian financial planning practice. Accounting or bookkeeping experience is not a substitute.
- Demonstrated experience as an administrator in a financial planning practice, with a working understanding of the advice process, client files, and the information needed at each stage.
- The ability to read fact finds and client documents and extract accurate data from them, a skill built through supporting financial planners directly.
- Experience preparing and lodging applications with superannuation funds, platforms, and insurance providers, and managing follow-up through to completion.
- Proficiency with Microsoft applications and an e-signature platform such as SignNow.
- Strong email management and prioritisation skills, able to triage a high-volume inbox, action routine matters, and escalate effectively.
- A highly accurate, follow-through-driven approach. You treat every client file as a compliance record, check your work before it reaches an adviser or provider, and chase outstanding items persistently and professionally.
- A proactive, communicative style. You flag missing information, file inconsistencies, and provider delays early, with a suggested next step.
- Direct and resilient: comfortable receiving straightforward feedback and handling challenging conversations professionally.
- Resourceful and independent: you write things down and solve problems by going to the right source, such as a fund's training team, before escalating.
Nice to have
- Working knowledge of GoHighLevel, or experience with a comparable CRM and workflow platform used for client communication.
- Familiarity with Australian financial services compliance requirements, including file documentation standards and record-keeping expectations.
- A Diploma of Financial Services, or progress toward a relevant financial planning or paraplanning qualification.
- Experience writing SOPs or documenting administration processes.
The setup
- This role is open to Philippines-based candidates, working full-time and fully remote.
- Reports to the Director and works as part of the advice team, taking direction from the Director and paraplanners.
- There's no direct client contact beyond templated emails, but you'll call industry funds, platforms, and insurers directly.
- Your main tools will be XPLAN, Microsoft applications, SignNow, and GoHighLevel.
