Financial Services Administrator

Purpose of Job: To deliver high-quality financial services administration whilst providing technical support, mentoring and guidance to colleagues. The role is responsible for handling more complex client cases, maintaining high standards of client service and supporting the wider administration team through knowledge sharing and best practice, whilst remaining actively involved in day-to-day client administration.

About the Role:
This is an opportunity to grow the role and be part of the planned growth of the company.  This role is ideal for an experienced Financial Services Administrator who enjoys taking ownership of more complex client work, sharing their knowledge with colleagues and helping maintain high standards across the administration team, whilst remaining hands-on in delivering excellent client service.  We are keen to simplify our processes using AI or automation tools however, this is to free up our team to concentrate on the client experience and be able to utilise their expertise on the complex, not the mundane.

Key Responsibilities & Accountabilities

Technical Support & Complex Case Management

o   Act as the first point of support for complex client administration queries.

o   Handle complex client administration cases and ensure they are completed accurately and efficiently.

o   Complete quality checks on complex new business cases where appropriate and provide constructive feedback where required.

o   Provide technical guidance and share best practice with colleagues to support their ongoing development.

o   Assist with the induction and training of new administrators.

o   Support colleagues during periods of absence or increased workload.

o   Maintain excellent working relationships with advisers, paraplanners and the Operations & Practice Manager.

o   Identify opportunities to improve administrative processes and recommend improvements to the Operations & Practice Manager.

o   Maintain a thorough understanding of Intelliflo, provider platforms and internal processes, supporting colleagues where required.

• Coordinating the day-to-day administration workload and ensuring work is progressing as planned.
  
• Liaising with external providers and monitoring outsourced work where appropriate.
  
• Highlighting capacity issues or workflow bottlenecks to the Operations & Practice Manager.
  
• Providing technical guidance and support to other administrators on more complex cases.
  

Investment Administration

o   Support the operations team with the delivery of the Centralised Investment Proposition (CIP) to clients.

o   Prepare and send the CIP client communications when required.

o   Build the portfolios on the platform when required.

o   Ensure fund switches / rebalances are carried out accurately and within company timescales.

Business Processing

• Obtain illustrations and pre-populate new business application forms.
  
• Check accuracy and completeness of all new business documentation.
  
• Ensure that all new business applications are submitted and processed accurately and efficiently, in a compliant manner to the company standards using the procedures.
  
• Ensure all supporting documentation is maintained as per company procedures.
  
• Ensure all work is followed up promptly in line with company standards.
  
• Liaise with product providers to ensure timely and accurate responses to clients (progress chasing).
  
• Produce accurate portfolio valuations.
  

o   Ensure fund switches / rebalances / withdrawals and top ups are carried out accurately and within company timescales. Make changes to clients’ investments as necessary.

Client Administration

• Send letters of authority to providers and gather accurate information.
  
• Check information received from the providers for completeness and accuracy.
  

o   Deal with all client administration queries in an efficient, accurate and professional manner.

o   Liaise with other team members to ensure smooth delivery of client servicing.

o   Client servicing and administration of client change of address, death claims, trust admin, general policy enquiries etc.

• Provide a friendly and professional point of contact for clients and enquiries of an administrative nature.
  

o   Prepare client documentation and correspondence pre and post meetings as per company

processes.

o   Create and maintain accurate client records on the back-office systems, platforms, and any other IT systems.

o   Ensure action points resulting from client meetings get diarised, actioned, and completed as per company processes.

o   Book client meetings in the diary.

Reviews

o   Prepare client review packs and documentation as per the Annual Review Process.

o   Support advisers in the delivery of reviews, if needed.

o   Assist in the implementation of agreed action points.

o   Support colleagues with more complex review cases where required.

General administration

o   Answer, screen, and forward incoming calls.

o   Ensure back-office systems are kept up-to-date.

o   Open, scan, log, and allocate incoming post.

o   General correspondence.

o   Greet clients/visitors to the office.