James has recently been promoted into a newly created role as a Client Services Coach. He has some interesting insights, feedback and superpowers to share with anyone who loves a challenge, is empowered by growth and loves to have fun along the way.
Tell me about yourself
I’m James and I’ve been a Client Services Officer (CSO) at HUB24 for 14 months now. I’ve recently been promoted into a Coach role, so I’m thrilled! I grew up in Adelaide and moved to Sydney in 2019 to study at university. Outside of work, I love to spend time with family, friends, and my two toy poodles. Last year, my partner Joshua and I, bought a 9-bedroom former convent in Murrumburrah, where we spend half of the week working from home.
James, what exactly do you do in your role?
Day-to-day, I usually attend to inbound calls from advisers and clients and service email requests. This could be anything from a status check to assistance using the platform, logging in online or possibly an urgent escalation. In my role, I strive to provide excellent customer service to advisers and clients and build strong relationships and rapport with these key stakeholders.
How do you make a difference in people’s lives?
For those urgent escalations, or the requests where we go above and beyond, the service I provide at HUB24 can really make a difference to clients’ lives. Generally, this is in a financial sense – for example, if they need help accessing their funds for something important. Often though, my assistance will just brighten someone’s day – so they can continue on knowing that HUB24 is processing their request and looking after their query with care.
What has surprised you most about the working culture at HUB24?
The incredibly helpful and friendly nature of my colleagues and management has been great, and as many know, this is not common in all workplaces. Being able to approach someone for assistance or to ask a question is crucial in the fast-changing environment in which we work. Knowing I am supported empowers me in my role and keeps me enthusiastic and motivated. Something special my manager often does during times like EOFY, or a particularly busy period, is treat us with donuts or lunch, which is a lovely gesture and something I haven’t experienced at other workplaces. Another huge positive is the highly inclusive and diverse culture at HUB24. We all have different backgrounds and experiences, making us a very strong team!
What is your ‘superpower’ and how do you use this?
My superpower is going the extra mile and my attention to detail! I use it to resolve those extra complex queries, escalate time critical matters and thoroughly investigate issues as they arise. I believe I am also quite agile, meaning I can jump between tasks as required during the day.
Tell me your best career advice for someone applying for a role at HUB24 as a Client Services Officer.
I would recommend any future CSO candidate to be prepared for a fast-paced but highly rewarding role. Asking lots of questions when starting and taking the time to learn the systems will enable you to be successful in this position. I think that while being a CSO can be challenging at times, if you persist, it can open so many doors and provide so many skills for career development. This position provides a great foundation for future growth within the business and offers a uniquely broad perspective of its operations.
If you are interested in a career at HUB24, check out our current open vacancies, we’d love to hear from you!