Application Support Specialist

At Midwinter, we know there's a human interaction behind every quality advice experience. That's why we're focused on supporting our clients with software that simplifies how they deliver advice. From managing compliance to scaling practices, our software supports everyday tasks so clients can focus on providing great advice and growing their business.

Midwinter's digital advice framework seamlessly interacts with our flagship AdviceOS platform, enabling advisers to deliver quality advice at a lower cost and greater scale, and providing a new way for advisers to engage with their clients.

About The Role

We're looking for passionate and confident full time Application Support Specialist to join us and provide front line support to Midwinter's retail and corporate clients. The role requires you to respond to enquiries by phone and email in a timely manner and provide excellent customer service ensuring that the client expectations are met.

What You'll Do

1. First line client support for utilising cloud based advice technology
2. Develop, maintain, and deliver effective training plans to ensure the production of training materials.
3. Maintain client records in CRM
4. Record all inquiries received and solution into the Midwinter ticketing system
5. Respond to telephone or email inquiries received within our service level agreements (SLA's)
6. Capture product enhancements, and proactively engaging with various stakeholders to implement change that is beneficial to all users
7. Proactive client retention activities, overseeing the process and capturing key client themes

Unleash your potential

To be successful in this role, your background and experience will include:

1. Understanding of the Financial Planning/Wealth Management industry
2. Experience providing customer support services and strong relationship management skills, engage with clients at a senior level to deliver successful commercial arrangements
3. RG 146 (Diploma in Financial Planning) is an advantageous
4. Negotiation and resolution skills
5. Ability to work well under pressure, take ownership of assigned tasks and communicate timelines to deliver
6. Exceptional organisational and time management skills, the ability to prioritise and avoid mismanaging workflow
7. Excellent verbal and written communication skills to adapt to technical and non technical audiences

Working at Midwinter

Our people are the heart of our business. We work hard to provide a rich employee experience and a robust framework for ongoing career development.

1. Competitive salary and employee benefits scheme
2. 2 paid volunteering days and a range of community-based initiatives to get involved in
3. Flexible Hybrid workplace as we value work-life balance
4. A friendly, social and supportive global team that thrives on delivery & embraces diversity
5. Generous reward and recognition programs
6. Bravura Leave day - to celebrate events that are important to you.

So, what's next?

We make hiring decisions based on your experience, skills and passion so even if you don't match every listed skill or tick all the boxes, we'd still love to hear from you.

Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.

All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.