Client Servicing Assistant/Junior Paraplanner

Role

To provide complete support to 2 Financial Advisers, in servicing clients and meeting regulatory/compliance standards and maintaining the high standards of operation within the practice.

Key outputs and responsibilities

Accurate meeting prep

• Prepare relevant forms and documentation including updated plan valuations and fact-find whether Follow Up/Presentation/Annual Review/Drawdown Review

Accurate and timely and secure client servicing

• Deal with incoming telephone call/email to clients\’ satisfaction following through to completion.
• Use the internal systems to find client and supporting information to answer client queries.
• Contact central Admin Centre to resolve and help answer client queries.
• Prepare portfolio valuations as requested.
• Produce Quotes (protection/annuity) when requested.
• Process Withdrawal / Fund Switches as requested.

Accurate business processing & maintaining database integrity

• Prepare files including Wealth Planning Proposal; compliance documentation; research; illustrations; supporting documentation and client ID prior to sale.
• Update client fact-find information to internal software for all transactions including Drawdown Reviews.
• Draft recommendation/suitability letters for new business using templated software.
• Process applications accurately and update the internal registers and systems.
• Ensure that compliance files are complete post-sale with all required fact-find documentation added to internal software.
• Keep client informed of progress/delay.
• All client details updated in databases as soon as changes become known, in line with internal timescales.

Progress Letters of Authority (LOA)

• Send out LOAs to client/providers.
• Chase client/providers to collect policy details to meet standard/service level timescales.
• Scan & save Provider information as it arrives.
• Ensure the client is kept up to date of progress weekly.
• Keep Provider correspondence details up to date in Outlook.

Proactive Pipeline Management

• Progress applications through to issue in a timely manner updating internal registers and client transaction log once issued.

Daily Practice Tasks / Office Management

• Support the day-to-day business operations within the Practice.
• Post Incoming, scan and file in client file and distribute to team – cover when PA is not in office.
• Post Outgoing.
• Meet and greet visitors to the office – cover when PA is not in office.
• Answer phone and deal with enquiries/redirect calls.
• Check Answerphone Messages – cover when PA is not in office.
• Maintain cleanliness and organisation of the workplace including washing up, tidying and removing rubbish regularly.

Person specification

Knowledge and experience

• Previous experience in an office support role, ideally in financial services or related sector.
• Knowledge of relevant regulation and legislation (desirable).
• Experience of client management systems (essential).
• Experience of St. James\’s Place software systems and processes, e.g. Salesforce, Voyant, FE Analytics, Aptus (desirable).
• Working towards Diploma in Regulated Financial Planning (desirable).

Skills and behaviours

• High level of numerical skills and accuracy.
• Excellent face-to-face and telephone client interaction skills and ability to build rapport swiftly.
• Broad experience of Microsoft Office (Outlook, Word, PowerPoint, Excel) (essential).
• Good organisation skills and attention to detail.
• Manages time effectively with the ability to multi-task.
• Keep calm and maintain a positive attitude when faced with conflicting demands and handles these effectively.
• Works well on own tasks as well as on shared goals as part of a team.

Required Competencies

• Quality Focus: Takes personal responsibility for the quality and timeliness of work and achieves results with minimal supervision. Stays focused on tasks despite distractions and interruptions.
• Teamwork: Promotes cooperation and commitment within a team to achieve goals and deliverables.
• Embracing Change: Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems.
• Developing Self and Others: Demonstrates an ongoing commitment to learning and self-improvement.
• Communicating Effectively: Understands and learns from what others say and conveys ideas and facts.
• Planning and Organising: Manages own time, priorities, and resources to achieve goals.
• Client Care: Builds and maintains a first-class experience for the client through the products and services offered by the business.

Flexibility around working hours considered – minimum of 30 hours per week. Salary and benefits package is fully negotiable based on experience and qualifications.