Client Services Administrator

Role Overview

• The purpose of this role is to provide outstanding customer service and admin to our Clients.
• The role requires strong back-office administration skills with customer service being delivered in an upbeat tone of voice which reflects our modern ‘can do’ culture.
• As a regulated business, much of this service needs to be carefully delivered to agreed compliance and service standards and a fundamental part of the role is to maintain exemplary client and business records.
• Proactively manage PAT and Client Services inboxes
• Direct contact with Product Providers to fact find, chase LOA information and charge forms along with resolve queries to ensure timely delivery of our services and SLAs
• Provide Admin Support to the Personal Advice Team using our Internal process and systems
• Keeping clients up to date on the progress on their service case
• Escalation of queries received and any activity where there is doubt about the resolution
• Adhere to all process and procedures and highlight any flaws or issues
• Implement our clients advice on third party systems
• Ensuring that the FCA requirements are fully adhered to (customer and business records, file maintenance, terms of business, key facts documents)
• Ensure that all telephone calls and emails to the company are handled appropriately
• Handle administration of all incoming post
• MyEva Employer Data to include joiners, leavers and update any relevant inhouse systems
• Process all Annual Review invitations/cases on Intelligent Office
• Adhere to all Information Security policies and procedures

Requirements

• Demonstrate Wealth Wizards core values (PEARH)
• Exceptional attention to detail and accuracy
• Strong administrative skills
• Excellent organisation/time management skills
• Able to communicate and/or present credibly and effectively at all levels
• Capable of managing change
• Good standard of IT literacy
• Ability to learn new IT systems as required
• Ability to use excel to a high standard eg VLOOKUP's
• Understanding of Financial Services – preferably in the regulated financial advice sector
• Experience in a customer service environment, preferably in an internet based business
• Evidence of business administration and/or customer service activities undertaken
• Experience using Intelligent Office preferred but not essential
• Highly Competent in Excel

Benefits

• Flexible working
• We prioritise a sustainable work/life balance
• We have a collaborative learning culture that promotes psychological safety
• 25 days annual leave plus every bank holiday
• Company pension (up to 10% employer contribution)
• Company performance based Bonus scheme
• Paid day off to celebrate your birthday
• Additional holiday purchase (up to 5 days per year)
• Additional holidays for length of service (up to 3 days)
• Private medical insurance
• Dental and health cash plans
• Enhanced parental leave and pay
• Discounts on gym membership and health screening
• Employee assistance programme
• Life assurance of 4x basic salary
• £500 pension advice per year
• 6 paid days per year for self development
• £500 individual training budget per year
• Professional memberships funded
• Salary sacrifice car scheme
• Cycle, Home & Tech scheme