Customer Service Executive

6 months ago

Salisbury, United Kingdom Wealthtime Full time

**Overview**:
To provide a superior support service to financial advisers and end clients, delivering an industry leading level of customer service and continually finding innovative solutions to improve our operational efficiency and customer experience whilst proactively and effectively identifying and managing any risks that arise.

**Responsibilities**:

- Responsible for the investment servicing and administration of the Wealthtime Wrap, which includes Pensions, ISAs, General Investment Accounts and Offshore bonds which are investing in a wide range of collectives and unit trusts
- Supporting adviser firms, clients and other third parties by resolving their queries, building their platform knowledge, and working in close partnership with them to maximise their customer experience and journey
- Processing a variety of customer, adviser and DFM instructions, including taking external calls and responding in a timely and comprehensive manner whilst adhering to company standards and timescales
- Performing daily routines including bulk trade order and settlement transactions, contract note updates
- Prompt identification and remedial action in the event of discrepancies with appropriate escalation where necessary
- Processing regular and periodic fund distributions
- Maintain fund manager and asset records including addition of new fund managers and assets, amendments, and corporate action processing
- Work with 3rd party providers to ensure our data is up to date and accurate
- Responding to fund manager questionnaires and provide due diligence information to underlying fund administrators. Provide MI to fund managers
- Process SIPP Reviews, Wrap Valuations and MIFID Ex Post Cost & Charges daily
- An active advocate of the customer who seeks to better understand how we serve their needs, leading by your own action and behaviours
- Effective management of workload
- Adherence to all regulatory/legislative requirements and quality standards
- Taking ownership of your own development, and embrace all opportunities to learn and grow
- Support key business projects

**Requirements**:

- We use a range of IT systems to support our clients, a working knowledge of Microsoft Office, Word, and Excel is required
- We aspire to provide industry leading levels of customer service. To help us achieve this you will need high levels of commitment, strong customer empathy and a desire to help all customers, no matter how challenging the request
- Ability to demonstrate experience and understanding of working within a Financial Services environment
- Flexible and proactive in your approach to your work and change within the workplace
- You will represent our brand, a very high level of professionalism is always expected
- Excellent verbal and strong numeracy skills with exceptional accuracy are essential, as is being able to communicate in a confident, professional, and sincere manner
- Ability to work well individually and as part of a team
- Attention to detail with analytical, systematic, and methodical approach to work
- Excellent time management skills enabling organisation of workload to meet challenging timescales and strict deadlines
- Good problem-solving skills coupled with the ability to present complex matters to financial advisers and customers in a way that is easy to understand
- Confident and precise when escalating issues

**Desirable**
- High level understanding of investments and Model Portfolios
- Regulatory knowledge
- Pension/ISA product knowledge
- Preferred financial services experience, preferably in SIPP or WRAP

**Job Types**: Full-time, Permanent

Pay: £23,400.00-£30,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

Work Location: In person

Reference ID: Investment Services Executive

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