Client Relations Associate

The Client Relations Associate will play a key role in delivering high-quality, compliant, and engaging interactions with our investors and advisers. The role is responsible for delivering exceptional service to our clients (retail investors and financial intermediaries) and working collaboratively with internal business units to help support the business’ fundraising efforts. The individual will develop strong knowledge across Puma’s entire product range, ensuring communications with clients are both accurate and timely. They will also support other team members in their day-to-day roles. In addition to day-to-day responsibilities, the individual will look to streamline, digitise and automate manual processes, to increase efficiencies within the team and work closely with the Head of Client Relations to drive new initiatives and positive engagement with our underlying client base.

Key Responsibilities

• Respond to incoming investor, adviser and third‑party queries via phone, email and post in an accurate and timely manner and within the set SLAs
• Identify and elevate challenging queries raised by both colleagues and external clients
• Process legal documents for investors and their estates and conduct KYC and AML checks, where required
• Maintain electronic client records in an orderly and comprehensive manner across multiple systems and third‑party partners
• Own client experience/retention initiatives, as agreed with the Head of Client Relations
• Support the organization and execution of investor events, such as webinars
• Share client feedback directly with management and identify opportunities to improve service and increase efficiencies within the team
• Follow team and business policies and procedures, ensuring any complaints and/or operational incidents are recorded and escalated to management in a timely and accurate manner
• Perform other ad‑hoc duties as requested from time to time

Experience and Skills required

• Experience in a client‑facing role, ideally gained within Asset Management / Financial Services
• A basic understanding of financial products is essential, with knowledge of the tax‑efficient investment sector being highly beneficial
• Strong attention to detail and accuracy
• Able to effectively prioritize workload
• Experience of dealing with clients in a professional and confidential manner
• Ability to communicate effectively at all levels of the organization as well as with external stakeholders
• Desire to provide quality service and support
• Good proficiency with Word, Excel, PowerPoint and Outlook
• Good understanding of AML/KYC policies and procedures
• Interest in pursuing the Investment Operations Certificate (IOC) or Investment Management Certificate (IMC) and expectation to complete Intelligent Partnership Qualification (VCT, EIS, BR) within 3 months of employment

Personal Attributes

• Kind
• Values‑driven
• Excellent communicator
• Adaptable and willing to get stuck into whatever needs doing
• Depth of character and gravitas but operating with humility
• Proactive, with the drive and attitude to excel in a high performing environment whilst maintaining high levels of integrity
• Energy, dynamism, and passion for complex business challenge
• Organised, rigorous and disciplined
• Pragmatic and practical