Purpose
The Client Services Administrator, reporting to the Regional Client Delivery Manager, will collaborate as part of a team to assist Advisers and Client Relationship Managers in all areas of client administration, ensuring exceptional client outcomes.
In coordination with Advisers, Paraplanners, and Client Relationship Managers, the role will support the management of a client portfolios. Responsibilities include maintaining client records and preparation of annual reviews. The Client Services Administrator will also be the first point of contact for incoming calls and client contact within the office.
The Client Services Administrator plays a pivotal role providing essential support to financial advisers and Client Relationship Managers, managing client documentation, assisting with the processing of applications, and maintaining accurate records. By handling client enquiries, coordinating meetings, and preparing valuation reports, you will help enhance client satisfaction.

Key Responsibilities

Administration
• Preparing and processing new client documentation, including collecting required identification and financial documentation for Anti-Money Laundering (AML) and Know Your Customer (KYC) purposes.
• Ensuring that all client files are up-to-date, complete, and compliant with regulations.
• Answering client queries via phone, email, or in person, and ensuring theses are addressed or passed on to the appropriate adviser.
• Scheduling client meetings and managing the Adviser’s diary.
• Maintaining and updating client records in the firm's CRM system to accurately reflect the client’s current situation, including, filing and scanning documents as required.
• Ensuring data accuracy and regular housekeeping of databases to avoid duplication or outdated records.
• Managing a range of ongoing tasks, ensuring deadlines are met, and escalating urgent matters when necessary. Keeping advisers updated on the progress of tasks, applications, and client requests.
• Drafting and sending client correspondence, such as policy summaries, statements, or routine follow-up letters.

General Office Support
• Ensuring the office environment is tidy and welcoming. Greeting clients, when necessary, upon arrival and making them feel comfortable.
• Assisting with general office duties such as ordering supplies, managing office mail, setting up meeting rooms and supporting team members with ad-hoc administrative tasks.
• Supporting the coordination of training sessions, team meetings, and events.

Review Preparation
• Supporting advisers in preparing client review packs and other financial planning documents for completion of the annual review process.
• Working with Paraplanning to obtain and collate financial data, such as performance reports and portfolio updates, for advisers to review with clients.

New Business Processing
• Assisting in processing new business applications and transactions.
• Assisting in managing and submitting policy changes, updates, and fund switches for existing clients.
• Communicating with Platform / Product providers to obtain policy information and associated paperwork or resolve issues.

Learning and Development
• Attending internal training sessions to build knowledge of financial products, services, and compliance regulations.

Key Competencies & Characteristics
• Attention to detail
• Organisational skills
• Strong communication skills
• Financial services and regulatory knowledge/compliance awareness
• Client-centric approach
• IT & systems proficiency
• Time management and ability to work under pressure
• Proactive and willing to learn
• Team player
• Adaptable and flexible
• An ability to contribute to a positive working culture within the physical office and remote working environment

Experience
• Previous office work is preferred
• Basic knowledge of financial products, services and liaising with financial providers is preferred but not essential
• Data Entry and filing into CRM systems preferred but not essential
• Call and email handling, as well as customer service experience preferred but not essential.
• Willingness to Learn

Qualifications
• None

Technical Knowledge
• Having a basic knowledge of investments, pensions, and other financial planning products and understanding the processes employed to deliver them across administration would be beneficial but not a requirement.