Client Service Administration 2020 – Take Control of Clients and Workflow

Course Outline

TAKE CONTROL OF CLIENTS AND WORKFLOW – A self-paced eLearning course for administrators and support staff in public practice

This is a self-paced online course. Learners can register at any time and have 12 months to complete the course.

The Evolution of the CSA Role

The modern accounting and advisory practice requires a high level of administrative support to free up the capacity and expertise of specialist advisors. The Client Service Administrator is an essential role that is evolving in almost every progressive professional firm. This person uses both technology and soft skills to provide an essential link between clients and the firm’s technical staff. In addition, CSA’s add valuable support to the firm in relation to financial management, people management, systems development and marketing activities.

What’s the course all about?

The CLIENT SERVICE ADMINISTRATION self-paced eLearning course is designed to help the administrative team of accounting and advisory firms take control of workflow and clients at an administrative level. The course has 5 key areas of focus – (1) Administrative roles and responsibilities, (2) Client relationship management, (3) Workflow management, (4) Teamwork and collaboration and (5) Special CSA Projects including marketing and lock-up (WIP and debtor) management.

How does it work?

The CSA eLearning course consists of 10 modules with clear learning objectives. Content includes presentations, workbooks, support materials and assessment tasks. Most importantly, learners develop their own professional development pathway using our SMART action planning template. The course can be presented in group or individual format. The registration fee is per location.

This course is available anytime, anywhere for your administrators through our eLearning portal.

Who’s it for?

This course provides Senior Administrators with an update on the evolving role of CSAs in managing clients, workflow and staff at an administrative support level. They are encouraged to involve their team in this course, to consider what changes the firm can make at an administrative level to help with the transition from compliance to advice.

Administrative team members are encouraged to participate in this course as individuals and as a group, to look more deeply at their own roles and responsibilities in helping the firm to achieve its strategic objectives. Core principles of effective communication and engagement with the people around them will be discussed throughout the course.

THIS COURSE COMMENCES 1ST MAY 2020

Course Content

This course consists of 10 modules:

Administrative roles and responsibilities
1. CSA team structure and responsibilities
2. Getting engagement and support internally

Client relationship management
3. Establishing client service excellence standards
4. Client engagement and communication strategies

Workflow management
5. Scheduling and throughput of client work
6. Creating effective workflow reporting systems

Teamwork and collaboration
7. Working together as an administrative team
8. Working effectively with the technical team

Special CSA Projects
9. Client profiling and marketing strategies
10. Proactive management of WIP and debtors

Course Structure

• Learners can complete courses at a place that suits them, within and outside work hours
• Each learner will have a dedicated login to give them personal access to their course
• Module material includes online presentations, workbooks, PowerPoint Slides, templates, scripts and articles
• All modules also incorporate formal qualitative assessment tasks that encourage learners to develop practical actions demonstrating understanding of the concepts
• All assessment tasks are scored, with directed feedback to learners on their response
• As the learner progresses, they develop their personal SMART action list to drive change
• Managers are able to see at a glance how their staff are progressing
• All learners have access to course content for 12 months following their enrolment

Learning Process

Our self-paced eLearning courses follow a 4-step process in relation to learning objectives:

All modules are structured with specific learning objectives and assessment tasks. Learners are expected to demonstrate that they understand learning objectives and can apply concepts through completion of the assessment tasks. A SMART action planning template is used to consolidate specific actions and to ensure that a timeframe for completion is established and followed. Regular review of progress is ensured through commitment to completing the course.