Loveday & Partners is a Titan Group company. Founded in 2010, Loveday & Partners has grown through word‑of‑mouth referrals from our many satisfied clients throughout Norfolk. We have built our success upon relationships, transparency and trust. Today we serve over 1000 families, pension funds, trusts and charities, and work closely with advocates in the business society. We are also very active in the community, supporting a wide range of charities and good causes around the county.
The role
To provide support as required to financial advisers or consultants to enable the provision of financial or product advice to clients, as set out within the FCA’s rules and company procedures. To support the team to ensure the most efficient service is provided to clients.
Responsibilities
* Provide support to the team manager as required including the following ways:
* Deputising during periods of absence
* Providing coaching, mentoring, or training support for Client Support, being an exemplary role model of service excellence and Group process adherence
* Support with dealing with complaints
* Support with technical requests
* Support with debtors or fee anomaly investigations
* Proactively identify opportunities to improve the delivery of the Client Support services
* If applicable provide office coordination support
* Helping advisers to prepare for client reviews by:
o Ensuring all client and plan information is up to date on IO
o Requesting plan information from the respective providers either by post, e‑mail or direct from the provider platform; chase regularly to ensure this is received in time for the meeting and upload to IO once received
o Updating contributions and withdrawals using the transaction history from each provider and linking any transfers within plans
o Adding the details of any missing policy information to IO as required
o Validating all funds held within IO, ensuring unit balances are recorded correctly and price feeds automatically pull through to produce an accurate plan value
o Checking the income expectations on all the client’s plans to ensure they are correctly recorded and updated as required
o Collating the costs and charges information for plans held by clients, ensuring the details contain any income from commission, fund‑based or adviser charges
o Using the standard templates within IO to create and check the client valuation report and upload to IO
o Produce any client review packs requested by the advisers, including:
+ Client Charter
+ FE Analytics research on the funds held by the client
+ KID (Key Information Documents)
+ Data capture form from IO
+ Client Valuation Report, producing comparisons between old and new centralised investment propositions
o Preparing cases for submission to the AST team by producing and completing plan information checklists and chasing providers for missing plan information via phone and e‑mail
o If requested, checking and validating client income expectations held within the system
o Interrogating the data and liaising with the adviser to ensure the data held within the system is correct and valuations and revenue match
o Frequently interacting with advisers and client support to ensure excellent customer service for all clients
o Produce client letters as required
o Answering phone calls as they come in via the Main Hunt Group
o Ensuring that the level of service agreed with each client is delivered in a timely manner
o Dealing efficiently with all day‑to‑day telephone and e‑mail enquiries from clients and providers
o Creating and maintaining effective client files
o Processing new business and application submission
o Liaising with product providers as necessary and chasing as often as required
o Keeping up to date with new products, technical or legislative changes within the marketplace
o Always complying with Compliance policies
o Engaging with training and development as applicable
o Performing ad‑hoc tasks as required, always bearing in mind TCF and the needs of the business
o Highlighting to the line manager procedures and processes that do not adhere to the principles of TCF/RCR and suggesting improvements to TCF/RCR practices within the department
Requirements
* 5+ years of regulatory or financial industry experience is essential
* Previous office administration experience
* Knowledge of the advice process
* Excellent written and oral communication skills
* Methodical and highly organised
* Computer literate
* Accurate with good attention to detail
* Complex problem solving
* Coaching and mentoring
* Maths and English GCSE, grade 5 or above, or equivalent
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