Client Relationship Manager

Role objective

To provide administrative support to the Advisers.

Key responsibilities

Client Servicing

• Provide a friendly and professional point of contact for clients and enquiries (by phone, email and in person).
• Organise existing and prospective client meetings and actively manage Financial Advisers’ diary and workload, if required by the Financial Advisers.
• Liaise with clients on any administration queries they may have.
• Manage client service needs and client expectations to ensure client satisfaction.
• Ensure action points resulting from client meetings get diarised and dealt with.

Processing of New Business

• Preparation of meeting packs, to include new business for signing up.
• Completion, submission and follow up of applications, ensuring new business cases are processed in a timely and compliant manner.
• Check accuracy and completeness of all documentation.
• Requesting required documentation from clients and sending policy documents to clients.
• Ordering quotes and requesting policy details for advisors.
• Ensure fund switches / rebalances and other trades are carried out accurately and within company timescales.

Client Reviews

• Organise client review meetings as per the ‘Review Process’, if required by the Financial Advisers.
• Preparation of client valuation reports, client review reports and maintaining client files to satisfy compliance requirements.
• Ensure follow up letters are sent in a timely manner.
• Ensure implementation of agreed actions.

Other CRM Duties

• General administrative support including scanning, photocopying, faxing, letter writing and other applicable duties.
• Maintenance of client records on the back office system (Intelligent Office).
• Uploading file notes to the back office system, following client or company contact.
• Submitting and processing surrender requests, death claims etc.
• Provide Holiday and Sickness cover for colleagues.
• Ensure that significant risk issues are referred to the Operations Manager where appropriate.
• Make a constructive contribution to the continuing development of the team.
• Proactively enhance industry knowledge, through external and internal sources.

Person specification

Required

• Proficient with Microsoft Office.
• Discretion and professionalism when handling sensitive data.

Preferred

• Previous experience of administrative role, ideally in the financial services sector.
• Familiarity with CRM systems.

Personal Skills

• Excellent interpersonal skills
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to work effectively with a team based across the region with both face to face and digital communication skills.
• Ability to organise own workload, prioritise effectively and identify issues for escalation.
• Strong computer skills.
• Ability to learn new software.
• Excellent Time Keeping.

This Job Description may be reviewed and subsequently amended to better reflect any changes required in the role.