Client Service Associate

3 weeks ago

Sutton Coldfield, United Kingdom Winner recruitment Full time

To always “be in your clients world” to ensure clients enjoy an excellent service experience that consistently exceeds their expectations.

Responsibility for being THE point of contact for the Pod clients, proactively working with clients, reacting in a timely manner to queries, dealing with issues, and providing comprehensive support to the Pod Planner.

Work with colleagues to deliver a profession leading service, continually exceeding client expectations using lifestyle financial planning to allow normal people done well to have the confidence and peace of mind to live the life they want to live.

Working as part of the **Henwood Court Family** to the **HCFP Core Values**:
Hunger for knowledge

Care for clients and colleagues

Fanatical attention to consistency and detail

Passionate to be the best

Ensuring consistent delivery of the **Value Guarantee **ensuring clients experience **Value Beyond Financial **that being:
To provide great advice, outstanding service, care, and attention that results in far more value than typical advisory and / or wealth management fees will deliver.

**Qualifications and Experience,**
- Level 3 Certificate in Financial Services, or Level 4 Diploma in Regulated Financial Planning RO1, RO2 and RO3
- Experience of working in financial services
- Demonstrates a good understanding of the financial services profession
- An awareness of the compliance and regulatory framework
- **Competencies and Skills**_
- Develops strong working relationships with colleagues and clients.
- Able to communicate at all levels.
- Adopts a positive attitude
- Willing to assist other team members with enthusiasm, respect, and empathy
- Excellent organisation skills.
- Exceptional attention to detail.
- Demonstrates consistent performance excellence
- Has the tenacity and temperament to work under pressure
- Self-motivated and takes personal responsibility for completing tasks
- Able to prioritise and follow up tasks appropriately and effectively
- Able to work efficiently using MS Office packages - Outlook, Word, and Excel
- Familiarity with back-office systems, willingness to become an Expert in the systems used
- Commitment to work within clearly defined operating procedures
- Can use initiative appropriately without acting outside of role remit / crossing regulatory boundaries
- Commitment to ongoing continual improvement, identifying any ways in which processes can be improved
- Desire to maintain an excellent relationship with clients by delivering a service that consistently exceeds the client’s expectations
- Able to support Pod Planner in managing the client journey and experience of service to delight clients

**General Office**
- Post incoming
- Post outgoing
- Telephones
- Paper filing
- General reception
- Housekeeping: maintaining standards of cleanliness and tidiness

**Client Communication**
- Telephone
- Letters
- Portal
- Proactive client communication
- Reactive communication - client responded to in timely manner
- Provide updates to clients in relation to administration of their affairs
- Appropriate filing of all client communications

**Client Relationship Management**
- Retain clients by meeting firm’s client service expectations
- Sense check client understanding of required actions / what to expect
- Able to train and support clients with technology: platform, portal, social validation Google reviews, e-surveys
- Primary point of contact for clients and develop relationship
- Proactive communication with clients
- Timely response to clients reacting to ongoing queries & issues
- To live in the client’s world - those personal touches that will deliver the Wow customer experience
- Client WOW
- Marking special occasions

**Pod Management and Administration**
- Pod diary management oversight
- Pod task management oversight
- Pod data management oversight
- In the absence of other Pod administrator responsibility for delegated tasks
- Ensure client affairs processed in a timely manner
- Support development of Pod team members
- Deliver constructive feedback into the annual appraisal system for Pod team members

**Financial planning onboarding and / or review meetings**
- Onboard - FSDP
- Onboard - FAS
- Ongoing client management - FSC
- Ongoing client management - FSE
- Ongoing client management - PS / PSA
- Ad hoc client interaction
- Agenda preparation - co-ordinate Pod input, finalise template, send to client
- Update client story and objectives
- Follow up post meeting actions as briefed

**Client document preparation and management**
- Information packs
- LoA / AoA
- Agenda - appropriate to meeting
- Financial Plan Summary
- Issue Financial Reports
- Preparing Steps to Implement
- Prepare contractual and regulatory documents
- Issue contractual and regulatory documents
- New Business Processing

**Onsite meeting preparation**
- Welcome sign
- Refreshments
- Meeting room preparation
- Meet and greet
- Documentation available

**Fees**
- Initial invoice
- Annual r

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