Job Description
We are seeking a highly skilled professional to join our team in delivering exceptional customer service throughout the financial advice journey.
This role is crucial in collaborating with advisers and support teams to ensure clients receive timely, accurate, and comprehensive service across multiple communication channels.
* 12 Month Fixed Term Contract / Full Time
* Hybrid Work - 3 days in the office
The successful candidate will manage client records, prepare for appointments, and ensure all client requests and applications are processed efficiently. They will also champion the voice of the client by providing valuable feedback to improve processes and systems.
Key Responsibilities:
* Provide exceptional customer service to fund clients throughout the advice journey across multiple channels.
* Collaborate with the Advice Delivery team to support a quality and efficient client experience.
* Prepare for client appointments by ensuring both members and advisers have all necessary information well in advance.
* Act as a primary point of contact for clients by resolving administrative enquiries, escalating advice-related questions, and delivering accurate advice documentation.
* Manage client records across all systems, maintaining compliance with advice processes.
* Vet financial plans for basic compliance elements such as fee structures and formatting.
* Process client applications and requests promptly, consistently meeting or exceeding service level agreements.
* Handle moderately complex client enquiries via telephone and written communication, escalating complex issues to advisers or appropriate staff when necessary.