Client Servicing Administrator

The Client Servicing Administrator plays a crucial role within the financial planning team by managing client administration and supporting the delivery of high-quality client service. This position is responsible for overseeing the client onboarding process, coordinating data gathering and review meetings, maintaining accurate and compliant client records, and facilitating communication between clients and advisers. The role also involves managing workflows and documentation to ensure timely completion of actions and regulatory compliance. Additionally, the Client Servicing Administrator supports continuous process improvements and contributes to a seamless and efficient client experience throughout the client lifecycle.

Key Responsibilities

• Prospect Clients
  • Register prospect clients on to the client portal, providing guidance and support in using the portal.
  • Manage onboarding and new business workflows via the portal.
  • Produce Talking Points documents ahead of initial meetings.
  • Prepare and issue letters of authority where required; follow up on outstanding documentation and pass received information to paraplanners with clear summary sheets.
  • Identify missing information prior to referral.
  • Maintain compliant client files, preparing and filing documents and reports necessary for meetings or financial plans.
  • Keep clients regularly updated and manage their expectations throughout the onboarding process.
  • Process new business applications, working closely with paraplanners to ensure timely completion.
• Existing Clients
  • Register clients on to the client portal if not already done so, providing guidance and support in using the portal.
  • Manage annual review workflows via the portal for servicing existing clients.
  • Conduct data gathering meetings via telephone ahead of future planning meetings to review updated questionnaires, identify missing information, and discuss relevant “soft facts.”
  • Determine whether clients wish to schedule future planning meetings and arrange appointments with advisers accordingly.
  • Accurately document and summarise data gathering meeting notes.
  • Write and issue annual review reports following data gathering telephone appointments, including pulling performance and charges statements from relevant provider websites.
  • Ensure client files are compliant and complete post future planning meetings.
  • Action agreed client instructions such as fund switches or income changes, working closely with paraplanners to ensure timely completion.
  • Keep clients regularly updated and manage their expectations throughout the servicing process.
• General Client Communication and Support
  • Serve as the first point of contact for client inquiries, providing information or directing clients to the appropriate team member.
  • Manage Moneyinfo platform tasks including sending client logins, checking meeting schedules, monitoring workflows, and creating follow-up tasks from meeting notes.
  • Assisting with the preparation of marketing or client engagement materials, including social media posts.
  • Help monitor client feedback or satisfaction surveys.
• Documentation and Compliance
  • Assist in preparing for audits and regulatory reviews, ensuring documentation and files meet required standards.
• Team Collaboration and Continuous Improvement
  • Support advisers by following up with clients on action items, documentation, and account changes.
  • Manage and coordinate administrative projects as required to improve workflow and service delivery.
  • Assist in updating and refining internal processes to enhance efficiency and client experience.
  • Supporting new system or software rollouts through testing or training assistance.
  • Work collaboratively with colleagues to ensure seamless and high-quality client service delivery.

Skills and Qualifications

• Strong organisational skills and attention to detail.
• Excellent verbal and written communication skills.
• Professional and confident telephone manner.
• Ability to manage multiple tasks and priorities efficiently.
• Proficiency with client management systems and cashflow planning software.
• Comfortable liaising with clients and team members professionally.
• Willingness to learn new skills.
• Understanding of compliance requirements and regulatory standards within financial services.

Remuneration

• Salary dependant on experience.
• Supportive and inclusive team culture.
• Death in Service.