Client Services Administrator – Hybrid Working

Job Title: Client Services Administrator – Hybrid Working

Location: Guildford office but vacancy open to candidates nationwide with expected travel to the office once a month / Hybrid Working available

Salary: Competitive depending on experience

Job Type: Full Time, Permanent

Punter Southall Wealth have two core values – always strive to meet client’s expectations while at the same time having a zero tolerance for treating clients unfairly, and always act with integrity, keeping the achievement of the right outcome for clients at the core of my responsibilities.

About the role:

• Produce accurate and professional client documentation on a timely basis
• Provide high quality administrative support to client, Planner and wider team
• Ensure all client documentation is dispatched accurately and in a timely fashion
• Adherence to the PSFM/PSG Data Protection and Information Security policies at all times
• Always act professionally and with integrity, focusing on providing a high degree of customer service to both internal and external stakeholders
• Actively contribute to the enhancement of front office procedures, processes and ad hoc projects
• Team work – assist and support the wider Client Services Administration team to manage peaks and troughs of workload

Key Duties:

This role is responsible for providing an effective and efficient administration service to clients and Planners, while participating in achieving team objectives. In particular, core responsibilities include:

• Create and maintain client records on CRM to a high standard
• Ensuring AML is up to date and recorded on the system
• Liaise with clients and third parties as necessary to process client requirements
• Dealing with the New Business process:
  • Pre-populate forms needed to send to clients
  • Send forms out to the client and follow up
  • Check forms on return and chase any outstanding documents or information
  • Maintain Know Your Client and AML due diligence on the CRM system
  • Follow up on missing client documents
  • Scan the completed and signed application documentation
  • Send documentation to provider or process online
  • Keep client up to date with the progress of their application

About you

Knowledge & experience

• Previous relevant client services administration experience gained within an IFA environment focused on holistic financial planning for private clients encompassing pensions, investment and protection.
• Demonstrates administration experience of the complete life cycle of processing client business
• High standard of competency and knowledge of:
• CRM system and client reporting, previous experience of XPLAN would be preferable (or a comparable package)
• IT systems and software (Microsoft Word, Excel, PowerPoint) including provider websites for processing

Training, education & qualification

• Good general education, including GCSE Mathematics and English grade B or above or equivalent qualification. Ideally educated to A Level standard or equivalent qualification (or individuals deemed ‘qualified by experience’ would be considered)
• Working towards Certificate in Financial Services or Certificate in Regulated Financial Services Operations (or equivalent qualifications)

Skills, abilities & personal qualities

• A self-motivated approach to professional and personal development
• Able to listen and follow instructions and procedures, and assimilate information quickly in a consistent and accurate manner
• Able to pro-actively take ownership and responsibility for own workload
• Enthusiastic, positive and flexible approach to work pressures
• A high degree of accuracy and attention to detail, both written and numerical, is required in order to perform the duties of this role
• Confident communicator, able to communicate effectively, professionally and concisely in writing, face to face and over the telephone
• Able to work as part of a multi-disciplined team with a positive ‘can do’ attitude
• Good analytical and problem-solving skills, capable of anticipating, resolving and owning problems through to successful resolution
• Able to recognise the need for a customer focused approach to service delivery both in terms of quality and exceeding customer expectations
• Focus on commerciality and time/cost whilst undertaking all chargeable activity
• Forming successful professional relationships both internally and externally
• Continues to seek ways of improving quality, service delivery and efficiencies in processes and procedures
• Good time management skills and the ability to work in advance of deadlines and prioritising multiple tasks
• Good organisational skills

If this is you, we look forward to hearing from you!

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Candidates with experience of: Client Support Executive, Client Services Assistant, Client Support Administrator, Client Services Support, Client Support Assistant, Customer Delivery Executive, Client Services Executive, Client Advisor, Customer Support Advisor, Business Support, Client Support Executive, Client Relationship Executive may also be considered for this role.