Client Relationship Manager & Ops Assistant

This role can be split into two equal parts; providing administrative support for Financial Consultants & being an Operations Assistant. The main purpose of the Operations Assistant role is to work with the Operations Director to generate, prepare and analyse data as required on a regular and ad-hoc basis. At times, the role will also be required to assist on projects across the Chetwood Group. This role is intended to operate across all financial services companies within the Chetwood Group, including Chetwood Wealth Management Limited, Darnells Wealth Management Limited, and Ermin Fosse Financial Management LLP. The main place of work for this role is the Chetwood Wealth Management office in Wellington, however, travel between offices might become necessary as the role develops.

Client Relationship Manager

• Provide a friendly and professional point of contact for clients and enquiries (by phone, email and in person).
• Organise existing and prospective client meetings and actively manage Financial Consultants diary and workload, if required by the Financial Consultants.
• Liaise with clients on any administration queries they may have.
• Manage client service needs and client expectations to ensure client satisfaction.
• Ensure action points resulting from client meetings get diarised and dealt with.

Processing of New Business

• Preparation of meeting packs, to include new business for signing up.
• Completion, submission and follow up of applications, ensuring new business cases are processed in a timely and compliant manner.
• Check accuracy and completeness of all documentation.
• Requesting required documentation from clients and sending policy documents to clients.
• Ordering quotes and requesting policy details for consultants.
• Ensure fund switches/rebalances and other trades are carried out accurately and within company timescales.

Client Reviews

• Organise client review meetings as per the ‘Review Process’, if required by the Financial Consultant.
• Preparation of client valuation reports, client review reports and maintaining client files to satisfy compliance requirements.
• Ensure follow up letters are sent in a timely manner.
• Ensure implementation of agreed actions.

Other CRM Duties

• General administrative support including scanning, photocopying, faxing, letter writing and other applicable duties.
• Maintenance of client records on the back office system (currently Intelligent Office).
• Uploading file notes to the back office system, following client or company contact.
• Submitting and processing surrender requests, death claims etc.
• Provide Holiday and Sickness cover for other CRM’s across the group.
• Ensure that significant risk issues are referred to the Operations Manager where appropriate.
• Make a constructive contribution to the continuing development of the team and group of companies.
• Proactively enhance industry knowledge, through external and internal sources.

Operations Assistant

• Contribute to the distribution of the group’s Quarterly Reporting process/es as required.
• To include, but not limited to, producing data, creating mail merges, communicating process internally, using Mailchimp/third party mailing provider.
• To produce regular Management Information, to include but not limited to; Weekly New Business Summary, Paraplanning Pipeline/Completed Suitability Reports, Expected Income, Client Review completion rates, Key Performance Indicators (Consultants).
• To produce data as required for group projects, using the group back-office system (Intelligent Office) and the providers/platforms used by the group firms.
• Assist in the production of data for FCA regulatory reporting and ad-hoc reporting requirements.
• Contribute to group wide projects as required.
• Contribute to the development of group wide administration processes and documents used by the group e.g. Client Meeting Sheet.
• Work with the Operations Director to communicate and train on changes to the group firms as required.
• Monitor consistency and use via regular reviews.

Knowledge, Skills, Experience

• Demonstrate practical awareness and basic knowledge of retail financial products and current regulatory expectations.
• Analytical in solving tasks with a keen attention for detail.
• Possess excellent organisational and time management skills with an ability to work under pressure and prioritise.
• Deliver effective and positive communication.
• Demonstrate competent use of IT – particularly use of Excel spreadsheets including filtering and pivot tables.
• Previous experience using Intelligent Office to produce data.
• Desire to complete tasks to the highest standards and in a timely fashion, taking ownership and accountability for own actions.
• A positive and proactive approach to work and a desire to help and support the wider team.
• Calm and considered outlook in approach to problem solving.

This Job Description may be reviewed and subsequently amended to better reflect any changes required in the role.