About The Role
The Support Consultant – SMA & Superannuation is the first point of contact for clients, providing timely and accurate support across superannuation and managed investment products on the Praemium platform. The role is responsible for responding to client enquiries via phone, live chat and email, resolving issues in line with service level agreements and collaborating with internal teams to deliver positive client outcomes. Through a proactive and client-focused approach, the Support Consultant contributes to an enhanced client experience and supports the ongoing improvement of our products and services.
About You
You have at least 2 years experience working in a client-facing role within wealth management, superannuation, financial advice or an investment platform environment. You bring strong knowledge of superannuation and/or managed investments and are confident supporting clients and advisers with a range of product, process and platform-related queries.
You’re client-focused, communicate clearly and are comfortable managing multiple enquiries while working to SLAs. You enjoy helping clients navigate systems, troubleshoot issues and get the most out of the Praemium platform.
You take ownership, work well with others and are always looking for ways to improve processes and the overall client experience.
Key Responsibilities
Client Support & Case Resolution
-
Act as the first point of contact for clients and advisers, responding to inbound calls and emails in line with SLAs, managing enquiries end-to-end and ensuring timely, accurate resolution.
Relationship Management & Platform Support
-
Build trusted relationships with advisers and clients by setting clear expectations, providing guidance on navigating and transacting on the platform, and delivering positive, solutions-focused outcomes
Collaboration & Continuous Improvement
-
Work closely with internal teams to resolve issues, share knowledge across the support function, and contribute to process improvement initiatives that enhance service delivery and customer experience.
Culture & Benefits Include
-
Hybrid working (home 3 days, office 2 days) + competitive salary and incentives
- Professional development, stretch opportunities and annual development plans
- Access to novated leasing
- Additional leave options (incl. volunteer leave) and parental leave support
- Paid study leave + ongoing learning and development opportunities
- Access to hundreds of learning courses via our learning management platform
- Wellbeing support, flu vaccinations, EAP, retail discounts and referral bonus
- Modern CBD office with barista coffee, fresh fruit daily and end-of-trip facilities
- Social culture including team events, book club, footy tipping and weekly drinks
How to Apply
Please apply with your CV, outlining how your experience aligns with the role and your interest in joining Praemium.
-
LinkedIn applicants: Screening questions will be emailed to you after you apply. Please complete these to progress your application.
- Seek, Employment Hero or website applicants: Screening questions will be available immediately after you click ‘Apply’ and will not be sent separately via email.
We are committed to building a diverse and inclusive workforce and welcome applications from all qualified candidates. This is a permanent, ongoing role. Applicants must have full, unrestricted Australian working rights. We are unable to provide visa sponsorship. Police checks apply to successful candidates.
About Us
Praemium is a trusted partner to leading wealth management firms, delivering a next-generation platform that brings all aspects of an investor’s wealth together in one place.
Our technology is 100% developed in-house, giving advisers access to innovative, continually evolving capability across reporting, custody, trading, asset management and data integration.
We support advisers with both custodial and non-custodial solutions across Spectrum, Scope, and Scope+, enabling holistic and highly scalable wealth management.
Please visit https://www.praemium.com/ for more information
