Senior Client Support - Private Client

Senior Client Support- Private Client

Loveday & Partners is a Titan Group company. Founded in 2010, Loveday & Partners has grown through word-of-mouth referrals from our many satisfied clients throughout Norfolk. We have built our success upon relationships, transparency and trust. Today we serve over 1000 families, pension funds, trusts and charities. We also work closely with advocates in the business society. Loveday & Partners are very active in the community, supporting a wide range of charities and good causes around the county.

The role

To provide support as required to financial advisers or consultants to enable the provision of financial or product advice to clients, as set out within the FCA's rules and company procedures. To support the team to ensure the most efficient service is provided to clients.

Responsibilities

• Provide support to the team manager as required including the following ways:
• Deputising during periods of absence
• Providing coaching, mentoring, or training support for Client Support, being an exemplary role model of service excellence and Group process adherence
• Support with dealing with complaints
• Support with technical requests
• Support with debtors or fee anomaly investigations
• Proactively identify opportunities to improve the delivery of the Client Support services
• If applicable provide office coordination support
• Helping advisers to prepare for client reviews by:
• Ensuring all client and plan information is up to date on IO
• Requesting plan information from the respective providers either by post, email or direct from the provider platform. Chase regularly to ensure this is received in time for the meeting. Upload to IO once received.
• Updating contributions and withdrawals using the transaction history from each provider. Link any transfers within plans
• Adding the details of any missing policy information to IO as required
• Validating all funds held within IO, ensuring that unit balances are recorded correctly, and any price feeds automatically pull through to produce an accurate plan value
• Checking the income expectations on all the clients plans to ensure that these are correctly recorded and update as required
• Collate the costs and charges information for plans held by clients ensuring the details contain any income from commission, fund based or adviser charges
• Using the standard templates within IO, create and check the client valuation report and upload to IO
• Produce any client review packs requested by the advisers including:
• Client Charter
• FE Analytics research on the funds held by the client
• KID (Key Information Documents)
• Data capture form from IO
• Client Valuation Report Producing comparisons between old and new centralised investment propositions
• Preparing cases for submission to the AST team by producing and completing plan information checklists and chasing providers for missing plan information via phone and email.
• If requested, the checking and validation of client income expectations held within the system
• Interrogation of the data and liaison with the adviser to ensure that the data held within the system is correct and consequently valuations and revenue will match.
• Frequently interact with advisers and client support to ensure that we deliver an excellent customer service to all clients
• Produce client letters as required
• Answering phone calls as they come in via the Main Hunt Group
• Ensure that the level of service, as agreed with each client, is delivered in a timely manner.
• To deal efficiently with all day-to-day telephone and email enquiries from clients and providers.
• Create and maintain effective client files.
• New business processing and application submission.
• Liaising with product providers as and when necessary, chasing as often as required.
• Keep up to date with new products, technical or legislative changes within the marketplace
• Always comply with Compliance policies
• Engage with training and development as applicable
• Perform ad hoc tasks as and when required, always bearing in mind TCF and the needs of the business.
• To highlight to your line manager procedures & processes that do not adhere to the principles of TCF/RCR and to put forward suggestions that improve the TCF/RCR practices within the department.

Requirements

• 5+ years of regulatory or financial industry experience is essential.
• Previous office administration experience.
• Knowledge of the advice process
• Excellent written and oral communication skills.
• Methodical and highly organised.
• Computer literate
• Accurate with good attention to detail.
• Complex problem solving.
• Coaching and mentoring.
• Maths and English GCSE, grade 5 or above, or equivalent.