Servicing Oversight Coordinator
6 days ago
About the Role
This is a newly created position within the Supervision & Assurance function at Quilter, supporting the business in its oversight of adviser and firm activity, specifically relating to the provision of Ongoing Service.
The key responsibilities of the role include:
- Ensuring advisers adhere to QFP processes related to ongoing servicing and escalating any issues that are identified appropriately.
- Monitoring daily servicing alerts, ensuring activity is logged and appropriate communications are issued in a timely manner.
- Managing adviser responses to alerts and facilitating follow-up actions.
- Reviewing and categorizing tasks and actions, according to process and procedure, for further assessment or resolution.
- Reviewing and supporting the investigation of anomalies or exceptions.
- Managing escalations and hand-offs to other teams to ensure correct outcomes are achieved and appropriately documented.
- Managing cases from start to finish through various systems, including but not limited to, PowerBI and Dynamics.
- Ensuring excellent records management and a robust audit trail.
- Supporting the development of processes and seeking systemization opportunities to improve efficiency across all key processes.
- Providing administration support across all processing teams.
- Supporting team managers in workflow management and reporting.
- Engaging and working with Advisers/Firm throughout the process to provide excellent service.
- Demonstrating good customer outcomes.
- Contributing to building a great environment to work in.
- Supporting with ad-hoc tasks if appropriate and when required.
About You
We are looking for a candidate with a broad understanding of the Financial Planning markets in terms of Advice, Providers/lenders, platforms, products.
A broad understanding of how Advisers and AR (Appointed Representative) businesses operate.
Excellent organisational skills and the ability to manage a variety of tasks and responsibilities.
A confident approach, self-motivated with good interpersonal skills.
An excellent telephone manner and written communication.
A good working knowledge of Excel, Word, and PowerPoint.
Demonstrating a strong eye for detail while also displaying a willingness to solve problems and improve processes.
Ability to follow processes.
You'll embrace change and initiate new and better ways of working to deliver positive customer outcomes.
Working collaboratively with colleagues – both within the team and across the wider business – this individual will be focused on delivering an exceptional level of service.
Operating efficiently – treating the business as if it's your own.
Own decisions and tasks – deciding and delivering.
Building on own knowledge by self-learning, sharing knowledge and best practice with colleagues.
Ability to manage workflows within defined timescales.
Core Benefits
Holiday: 26 days
Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it
Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions
Private Medical Insurance: Single cover as standard, cover can be increased at your own cost
Life Assurance: 4x your salary, cover can be increased at your own cost
Income Protection: 75% of salary payable after 26 weeks of absence
In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.
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