Customer Care Advisor (Permanent & FTC) in London

With increased client demand and ever more complex scenarios we need additional support within our Client Life-Cycle team that plays a critical role in delivering an outstanding client experience by managing and continually improving all aspects of client onboarding and ongoing data management.

This role will accommodate a client-centric approach while ensuring tight regulatory compliance and strong collaboration with Front Office, Operations, Compliance and Technology.

Please note this is a 12 Month Fixed Term Contract - there is a possibility of extending or converting to a permanent hire but no guarantees this will be possible.

We are a UK wealth management firm operating in a regulated environment, providing investment and wealth management services to private clients, families, charities and institutions. We have a collaborative working environment where people are given the opportunity to contribute meaningfully to the development of the business.

• Manage the end-to-end onboarding process for new clients (Private Clients, Trusts, Companies, SIPPs, Charities), ensuring cases are progressed efficiently and in line with policy and regulation.
• Client Data Integrity: Accurately capture and maintain client static data across core systems to meet operational, reporting, and regulatory requirements.
• Regulatory Compliance: Undertake AML/KYC reviews and ensure processes comply with FATCA, CRS, MiFID II, and US QI (W-series) obligations. Escalate higher-risk or complex cases as appropriate.
• Work closely with Compliance, Front Office, and Operations teams to resolve queries, provide feedback, and ensure a seamless client experience.
• Identify issues and suggest enhancements to processes, supporting the team’s drive for efficiency and digitisation.
• Experience in a client onboarding, AML/KYC, or client data role within Wealth or Asset Management (or financial services).
• Working knowledge of AML/KYC requirements and global tax/regulatory frameworks (FATCA, CRS, MiFID II).
• Strong attention to detail, with excellent organisational and data management skills.
• Ongoing commitment to CPD is expected and supported.
• Familiarity with digital onboarding tools and workflow platforms highly desirable.

Regulatory & Risk Awareness

• Good understanding of AML/KYC obligations across different client types and jurisdictions.
• Awareness of FATCA/CRS classification requirements and transaction reporting needs.
• Ability to identify risks and escalate appropriately.
• Ensures documentation and data capture are complete and auditable.

Technology & Data Fluency

• Comfortable using CRM and workflow systems (e.g. Salesforce, Nintex, Dynamic Planner).
• Understands how accurate data supports wider operational and compliance processes.
• Suggests improvements and supports change adoption.

This is an opportunity to join a growing and evolving organisation at an exciting stage of its journey. The chance to join a friendly, successful team passionate about helping our business grow and achieve its goals.

Opportunities for learning and career development.

Hybrid working environment with a minimum of 3 days / week in the office.