Client Experience Administrator

Purpose of the job:

To help to deliver Foster Denovo’s Client Services Proposition by providing a high quality administration and support service to Partners and their high net worth clients, This allows our Partners to focus on the client relationship and developing relationships with new clients.

Job summary:

• Working within the Private Wealth team, the role holder will support one of our partners.

• The role holder will influence and encourage the Partner to work efficiently following our Private Wealth Advice Process including using the documentation provided and ensuring that their clients benefit from the efficiencies provided by our supercharged processes, systems and tools.

Main Responsibilities:

• To have a thorough understanding of Foster Denovo’s advice processes and
  systems. Understanding of the Financial Conduct Authority (FCA) regulatory
  requirements and Compliance processes in which Foster Denovo operate.

• To have a good understanding of the workflow and be able to deliver and report
  against the various tasks, ensuring that all internal interested parties can easily
  review the current status of each client.

• To manage relationships with our Partner(s) and become their first point of contact
  on any queries.

• To support our Partner(s) with the preparation for meetings, obtaining information
  from providers and producing client packs as required.

• To liaise with our Partner(s) and Paraplanners to ensure that we are able to deliver
  against a client’s expectations and highlight any concerns or potential issues.

• To work with our Partner(s) to help them understand the importance of and follow
  the handover process so that we can deliver good outcomes for them and their
  Clients.

• To collate all documentation and ensure that the New Business pack is complete
  and compliant prior to submitting applications to providers. To obtain regular
  updates from the providers until the plan is in force or the investment has been
  made, keeping the client and Partner(s) updated.

• To input any electronic applications forms as required.

• To familiarise themselves with each clients circumstances, objectives and
  timescales to ensure that we are able to deliver against or where possible exceed
  the clients expectations by providing a personalised service.

• To provide regular updates to the Partner(s) to ensure that the clients are
  kept fully updated and value the service they receive from Foster Denovo.

• To participate in appropriate company and departmental training, competence and
  development initiatives.

• To undertake any other duties commensurate with your role, skills and experience.

• In line with Foster Denovo’s service excellence programme, they will be expected to provide exceptional client service at all times. They will be required to keep up to date with all relevant organisational training and best practice to enable this standard to be met.

Key skills and personal attributes:

• A positive, friendly service-orientated person with a “can do” attitude who is aware of the important role played by advisers and their staff in providing financial advice.

• An articulate communicator at all levels

• Honesty, integrity and ability to maintain confidentiality.

• Hard working and responsive to the need to deliver a high-quality support service.

• Attention to detail and high standards of work.

• Is comfortable working to tight deadlines and works well under pressure.

• Ability to work on own initiative and as part of a team

• A professional but friendly demeanor.

• Flexible, responsible and reliable

Essential:

• Previous experience working in a busy administrative role within an advisory environment.

• Strong track record of developing and maintaining good working relationships with clients, advisers and staff and able to build rapport quickly.

• Confident having challenging conversations and being able to influence at all levels.

• Experience in dealing with high net worth clients.

• Good knowledge of pensions and investments.

• Excellent knowledge of Microsoft Office packages including Word, Excel and Outlook.

• Experience of working with Intelligent Office.

• Commitment to pass basic internal financial services exams within 3 months of employment.

About us

Foster Denovo currently boast over 120 Financial Advisers supported by around 300 employees across eight Foster Denovo offices throughout the UK. We have the scale and resource to provide exceptional advice and service to our clients, advisers and employees.

Our stakeholder community is an invisible bond that gives Foster Denovo its solid foundations. It also means that our people care about our reputation and brand. And as such, we aim to delight every client we come into contact with.

When you join the Foster Denovo family, you benefit from our enviable reputation and years of industry experience. In everything we do, we’re driven by a firm set of core values, and our friendly, stakeholder culture has been praised by employees, clients and partners alike.

Foster Denovo are also proud to hold the platinum investors in people accreditation which shows a clear commitment to the people who make us an employer of choice.

What we offer you:

Foster Denovo has an open, mutually supportive, knowledge-sharing culture. It’s a culture that has created the space to think differently for the benefit of our clients.

Our benefits package includes:

• 25 days holiday (increasing by an additional day per annum up to 30 days)

• Discretionary bonus

• Foster Denovo will match your personal pension contribution up to a maximum of 7.5%

• Life assurance of up to 4 x your salary;

• Income protection of 75% of your basic salary in the event of long term sickness

• Employees can use our financial advisers within the company for any financial advice or knowledge

• Interest free season tickets loans, eye care and childcare vouchers.

• Shopping discounts benefits portal (discounts on holiday, gym and high street retailers)