Job Title: Senior Associate – Client Services
Location: Poole
Salary: Competitive
Job Type: Full Time, Permanent
Punter Southall Aspire (PS Aspire) is a major investment and savings business that blends a strong customer focused culture with a modern technology-led outlook. Uniting individual financial advice and employee benefits, we work through our regional UK offices to design and manage solutions that meet their unique needs.
Role Overview:
- Provides administration support to Financial Planners to enable them to provide their clients with outstanding service, including personalised financial planning advice, to meet the client’s needs, ensuring fair outcomes always.
- Assists in achieving team target through the efficient and accurate servicing of existing and new clients working collaboratively with other members of the team.
- Identifies potential improvements to business processes and communicates these to their line manager.
- Proactively supports the company’s Conduct Risk framework by following it.
- Identifies opportunities to make introductions to other services within the company.
Key duties:
- Make appointments for Financial Planners
- Create and maintain accurate client records in systems, including Intelligent Office (IO), in line with business standards
- Ensure Anti Money Laundering (AML) is up to date and recorded in line with business standards
- Liaise with clients and third parties as necessary to process client requirements
- Undertake the new business process accurately and efficiently:
- Pre-populate forms needed to send to clients as instructed
- Send forms out to the client and follow up
- Check forms on return and chase any outstanding documents or information and escalate any issues to the Planner
- Follow-up on missing client documents
- Scan the completed and signed documents on to IO
- Send documentation to the provider, or process online, to business timescales
- Keep client up to date with the progress of their application
- Follow through to completion of the business ensuring the IO record is updated and escalating any issues to the Planner
- Address and answer administrative queries
- Process client income requirements under instruction
- Process cash movements under instruction from the Planner
- Validate, instruct, and check address amendments
- Assist with answering telephones, general administration, filing and post
- Prepare client review packs for Planners’ client meetings
- Follow up on any action points resulting from client meetings
- Undertake any projects or duties requested by their line manager in a timely and accurate fashion
- Support and train colleagues as required
- Support the running of the office as required (eg stationery orders, liaising with property services)
- Successfully complete all mandatory Punter Southall Group training and testing (e.g. Conduct Risk, AML, and Information Security) within the given deadlines
- Adhere to all data protection and information security policies and procedures of Punter Southall Aspire and the Punter Southall Group
- Undertake all activity in line with the Punter Southall Aspire and the Punter Southall Group procedures, processes, standards, and requirements
- Assist with training and checking of work undertaken by more junior client services administrators as required
About you:
Knowledge & experience
- Experience of working with a financial adviser with experience of the complete cycle for processing new business
- Two years experience in a client supporting role
- Good standard of competency and knowledge of:
- CRM system and client reporting, previous experience of Intelliflo would be preferable.
- IT systems and software (Microsoft Word and Excel) including platform/provider websites/portals
Training, education & qualification
- Ideally educated to at least A Level or equivalent standard
- Maths and English GCSE or equivalent qualification – grade B or higher is preferable
Skills, abilities & personal qualities
- Strong customer service
- Acts professionally with integrity and discretion
- Has a broad understanding of current FCA regulations and how they apply to our clients as well the company’s advice standards and processes
- Demonstrates a high degree of accuracy and attention to detail, both written and numerical
- Strong analytical and problem-solving skills
- Focus on commerciality and time/cost whilst undertaking all chargeable activity
- Strong organisational, prioritisation and time management skills
- Ability to work under pressure and to deadlines
- Self-motivated, enthusiastic, flexible, and proactive approach
- Shows persistence when faced with challenges or obstacles
- Confident communicator at all levels
- Well-developed written communication skills, able to construct logical, clear, and concise documentation appropriate to given audience
- Coaching and checking
Please click on the APPLY button to submit your CV for this role.
Candidates with experience of: Senior Client Services Assistant, Client Support Administrator, Client Support Assistant, Senior Client Services Executive, Client Advisor, Customer Support Advisor, Customer Service Officer, Client Relationship Executive may also be considered for this role.
