Client Cash Administrator - Processor in Leeds

Who we are

interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

What we stand for

It’s simple … we want to help people confidently take control of their financial future. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate and encouraged to fight for what we believe is right for our customers, our teams, ourselves and interactive investor.

Purpose of the role

We are recruiting for an Operations Administrator to join our Operations team. This Operations Administrator role is responsible for the effective processing of tasks within the Operations department, including Cash, Settlements, Customer Accounts, Pensions, Transfers, Reconciliations and Corporate Actions. Ensuring accurate adherence to the department's policies, procedures and regulatory responsibilities. This role will also include building good relationships with both internal departments and external stakeholders.

Responsibilities will include providing the highest quality service to our customers and answering queries from the Customer Services department and dealing with email/phone queries from customers that relate to Operational processes.

Key Responsibilities

• Timely processing of tasks and queries, with a high degree of accuracy.
• Provide outstanding customer service to meet the requirements of both internal and external customers.
• Make customer contact via appropriate mediums to enable straight through processing, where appropriate.
• Adherence to the regulations that apply to the area that you are working in.
• Escalate identified risks and unresolved issues, providing accurate information to support the investigation.
• Ensure corrective or preventative actions are treated with priority.
• Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality.
• Be part of the departmental telephone query team to support all queries and requests from internal customers.
• Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
• Confident in delivering an efficient, consistent and high-quality service to our customers.
• Flexibility to move between tasks as business needs require.
• Maintain the organisation’s first line of defence by ensuring adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
• Support the team with ensuring departmental procedures are up to date.
• Provide Management Information, as and when required.
• Provide support as needed, in order to assist in delivering team objectives.

Skills & Experience Required

• Detailed knowledge of departmental processes and purpose.
• Detailed understanding of internal systems used within the department and how they impact the client journey.
• Ability to use initiative and problem-solving skills to creatively resolve issues and find solutions.
• Advanced communication skills – ability to build rapport with colleagues, customers and 3rd parties as required, across all communication channels.
• Advanced enthusiasm and willingness to learn new tasks and pass on this knowledge through training, coaching and mentoring.
• Demonstrate the ability to prioritise and manage own workload in accordance with assigned priorities.
• Ability to adapt to a changing regulatory environment.
• Demonstrate flexibility, to move between different tasks and at short notice to support business requirements.
• Advanced ability to deal with high volumes of processing work and stay calm under pressure.
• Display emotional resilience when handling difficult situations, whilst always maintaining a high level of accuracy.
• Ability to think holistically and creatively in delivering operational change in line with a defined strategy/vision.
• Knowledge of the business objectives, products and processes and consistently demonstrate ii values.
• High degree of PC literacy – navigate a broad range of internal systems, advanced knowledge of MS Office applications.
• Knowledge of the Financial Services Sector – specifically Wealth Management.
• Knowledge of the regulatory and legislative environment and associated risks that require managing.
• Understand FCA rules in particular CASS rules and the principles of Treating Customers Fairly.
• Understand the regulatory environment and associated risks that require managing.
• Use the Training & Competence scheme, to maintain the appropriate knowledge, skills and expertise to carry out the role competently, including the timely completion of all mandatory and recommended training.
• Minimum of 2 years’ experience working within an administration environment.

Personal Attributes

• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Moving with speed – delivering faster and better
• Decisive and take ownership of outcomes
• Not afraid to challenge and be open to challenges