Company Description

Fairstone Ireland specialises in delivering tailored financial planning and wealth management solutions to help individuals and businesses achieve their financial goals. As Ireland's fastest growing financial planning firm, we serve over 38,000 clients and manage more than €3 billion in assets under management.

Our comprehensive services include financial planning, retirement and estate planning, mortgage advice, investment strategies, and wealth management. We are committed to providing independent, client-focused advice and exceptional service through our team of Qualified Financial Advisors. Operating across 17 locations in Ireland, we pride ourselves on our client-centric approach to financial success.

Role Overview

We are seeking a Customer Service Advisor (CSA) to join our growing financial planning firm based in Stillorgan, Co. Dublin. This is an excellent opportunity for a motivated and customer-focused individual who enjoys working in a professional office environment and delivering exceptional client service. The successful candidate will play an important role in supporting our Financial Planning Advisors and maintaining strong relationships with our existing clients.

The role will involve making outbound calls to existing clients to arrange financial review appointments, handling general client enquiries, supporting diary management, and assisting with reception/front-of-house duties when it’s required. Reporting into the Existing Business Operations Team Manager, this role is ideal for someone with previous customer service, contact centre, banking, or office administration experience who is looking to build a long-term career within financial services.

While the QFA qualification is not required initially, the successful candidate may be expected to begin studying towards the qualification upon joining the firm. This role offers a clear pathway for career progression into Paraplanning and Financial Planning Advisor positions once full QFA qualification is achieved. This role is part of the Fitness & Probity Regime and Individual Accountability Framework, which set out the specific requirements applicable.

Key Responsibilities

Specific activities include:

Make outbound calls to existing clients to arrange review meetings and appointments with Financial Planning Advisors.
Support in the management of Financial Planning Advisor diaries and coordinate appointments efficiently.
Handle inbound customer calls and general enquiries in a professional and courteous manner.
Provide excellent customer service across all client interactions by phone, email, and in person.
Assist with reception and front-of-house cover during busy periods including holidays, where required.
Support the advisory and operations teams with general office and client servicing tasks.
Maintain accurate and up-to-date client records on the CRM system.
Follow up with clients regarding outstanding documentation or appointment confirmations.
Escalate client concerns or complaints appropriately where necessary.
Ensure all activities are carried out in line with company procedures and regulatory requirements including CPC and Data Protection obligations.
Contribute positively to a collaborative and professional office environment.

The Ideal Candidate

At least 1 year experience in a customer service, call centre, office administration, retail banking, hospitality, or a similar customer-facing role.
Excellent communication and interpersonal skills with a professional telephone manner.
Strong organisational skills, an ability to manage multiple tasks effectively with a strong attention to detail and accuracy.
An ability to work independently and as part of a high-performance team.
Comfortable making outbound calls and building rapport with clients.
Good IT skills including proficiency in Microsoft Office (Word, Outlook, Excel).
A positive can-do attitude with a willingness to learn and develop in a fast-paced and dynamic environment.
A genuine interest in pursuing the QFA qualification and a long-term career in an ambitious financial planning and wealth management firm.

What we offer

Competitive salary of €30,000 to €35,000 depending on experience.
26 days holidays.
Death in Service and Company Pension from your first day.
Income Protection and Gym Membership after you pass your probation.
Career progression opportunities.
Financial support towards professional qualifications including QFA and CFP.
Paid study leave.
Hybrid working with ability to work remotely up to 2 days per week anywhere in the Republic of Ireland once you pass your probation.

Customer Service Advisor

Benefits

Job Description