Client Services Administrator

Location: North London

Job Type: Full-time | Permanent

Salary: 35k

The Client Services Administrator role spans over two key areas of the Operational Support Department, namely Policy Servicing and Client Reviews Administration.

The Policy Servicing Team is generally responsible for all manner of administrative duties, updating the back- office system, and providing support to the Paraplanners and Advisers. The Client Reviews Team is responsible for preparing client valuation packs for regulatory review meetings.

Below is an outline of the key duties encompassed within each area that make up the overall role of Client Services Administrator :-

Policy Servicing:-
• Achieve a comprehensive understanding of the Policy Servicing process and assist in developing where necessary.
• Ensure that the new leads process is adhered to and all tasks are updated on the back-office system.
• Attaching incoming post to the back-office system and updating the plan if necessary.
• Respond to postal queries, for example, failure of direct debits, client reviews.
• Ensure the correct threads and tasks are activated in the back-office system where appropriate, resulting in the use of correct template processes.
• Receive letters of authority, sending the same to the relevant providers and ensuring receipt of all requested information, in writing, and completion of the checklist.
• Update the back-office system accurately and in a timely fashion with Plan information.
• Update back-office system accurately and in a timely fashion relative to Client Fact Finds and client records.
• Ensure all documents/e-mails are attached to the back-office system against the correct Plan and under the correct type and sub-type.
• Respond to queries and information requests from the Paraplanners/Advisers and clients.
• Deal with changes of address, bank details, and client terminations in the appropriate way.
• Ensure the tax return process is accurate and fully adhered to.
• Deal with payment queries
• Deal with changes to Trusts/Nominated Beneficiaries and deal with the process following a deceased/terminated client.

Client Reviews Administration
• Achieve a comprehensive understanding of the Client Reviews process and assist in developing where necessary.

Review Pack Preparation
• Contact providers and gather the appropriate information required for policies held.
• Download or request transaction histories for the previous twelve months.
• Know how to navigate and update all relevant fields on the back-office system for each policy and update comments in the correct format.
• Merge valuation document, edit to correct formatting, and print.
• Compile review pack including valuation document, compliance documents, and any additional valuation reports, and provide to Paraplanners and/or Advisers.
• Attach all documents to the back-office system correctly.

Compliance Checks
• Checking the validity of internal documents and knowing the validity time frames.
• Update the compliance checklist, know where to find new documents needed, and provide both with the review pack.
• Attach checklist to back-office system.

Updating Back-Office System
• Update and complete review task.
• Link relevant benchmarks.
• Set next review date.

Additional Responsibilities for Both Areas:-
• Accurately record all time charges.
• Mentor members of the team who are part of the Graduate program.
• Any other reasonable task that may be asked of you.

What We Offer
• Competitive salary package.
• Hybrid working pattern (3 days office-based).
• Supportive and collaborative team environment.
• Ongoing training and professional development opportunities.
• The opportunity to play a key role in delivering outstanding client service within a growing team.
• 4% matched pension contributions.
• Income Protection Cover (terms apply).
• Death-in-Service Cover (terms apply).
• Health Shield Cash Plan.
• Employee Assistance Programmes.
• Cycle to Work Scheme.
• Employee Discounts.
• Company Activities.
• Breakfast/Fruit supplies.
• Discounted Health Tests.
• Optional Influenza vaccination.
• Employee referral programme.