Accountable for delivering a quality service and product to customers and stakeholders
Focuses on quality of delivery to achieve clear outputs within guidelines and precedent
Runs the organisation's processes and systems following pre-defined procedures
Adapts to change, responds with initiative and make suggestions for improvements to own work and processes
Key Responsibilities for this Role
People, Team and Work
Take ownership for fulfilling a variety of work, which may include:
New client set up and allocation of client monies
Making customer payments including processing withdrawals, regular payments and cash movements
Maintaining customer accounts
Processing Corporate Events
Assessing suitability of new and ongoing investment products and adding or amending them on the platform
Become competent in the use of our online platform, to be able to assist clients and advisers to support their use of the tools and online facilities available to them
Working as part of the Operational teams putting the customers at the heart of everything we do
Demonstrate awareness of the team measures and support how these are used to understand the customer journey
Undertake project and ad hoc tasks where required
Own all requests/enquiries from end to end, minimising hand-offs and delivering a personal service
Constantly seek additional knowledge to help you provide support to advisers, clients and colleagues, anticipating their needs and finding solutions to any challenges that arise
Learn from feedback received how to improve our service proposition and assist colleagues to meet collective business goals
Identify ways in which we can continue to improve the way we do things
All transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales
Ensure Business area risk responsibilities are understood
Understand the Risk types, key risks and control framework in your business area.
Undertake all mandatory training
Take personal accountability for understanding the key regulatory and legal requirements the platform must adhere to, ensuring all requests are completed in a timely and accurate manner
Demonstrate an awareness of the key risks to the business and assist the leadership team in proactively managing these
All work is completed using agreed team procedures and processes
Identify and take ownership of those risks in accordance with the risk handling procedure and escalate where necessary
Demonstrate role model behaviours
Develops effective working relationships across teams to deliver a cohesive and professional customer service
Collaborate with colleagues to meet collective business goals showing flexibility to support the needs of the business.
Be flexible in your approach to the work, proactively looking for opportunities to develop, learn and assist your colleagues in their development
Take personal accountability for your own personal development and professional competence, finding ways to further your own learning, gaining a strong understanding of the platform and long term savings industry
Take personal responsibility to get involved in setting your objectives to support the company strategy.
Key Knowledge, Skills & Experience:
Tax wrappers (including ISAs, pension, offshore and onshore bonds) and how tax affects clients' portfolios and their personal tax affairs
Transfers, re-registration and custody administration
Client Money rules and controls
Sharedealing, exchange trading and settlement
Portfolio and cash management
SIPP administration, including benefit crystallisation, PAYE and statutory client reporting
HMRC, FCA and other regulatory frameworks
We aspire to provide industry leading levels of customer service, motivating our customers to not only give us positive feedback, but recommend the service we provide. To help us achieve this you will need high levels of energy, strong customer empathy and a desire to help all customers, no matter how challenging the request.
You will be proactive in your approach to your work and change within the workplace.
You will be the face or voice of our brand and a very high level of professionalism is expected at all times. Excellent verbal and numeracy skills are essential, as is being able to communicate in a confident, professional and sincere manner.
Our clients entrust us to take safe custody of their life savings, this requires us all to demonstrate extremely high levels of personal integrity to maintain this trust.
We use a range of IT systems to support our clients. Although we'll help you learn how to use these systems, a working knowledge of Microsoft Office, including Word and Excel, is required.
Financial services experience, preferably in WRAP, or asset/wealth management sector