Job Title: Client Services Executive

This is a new and exciting opportunity for an experienced IFA Administrator to join a growing Wealth Management business in Birmingham, as part of their Client Services team.

Key Skills and Knowledge:

• Strong understanding of the role and its responsibilities, including necessary technical and administrative qualifications.
• Experience mentoring junior members of the Client Services team.
• In-depth knowledge of the firm’s administration and client service requirements.
• Familiarity with regulatory compliance standards, particularly in providing advice to clients in line with the firm’s compliance manual and procedures.
• Ability to maintain up-to-date technical knowledge, qualifications, and professional standards.

Core Responsibilities:

• Adhere to the Financial Services and Markets Act 2000 and relevant FCA regulations at all times.
• Ensure compliance with the firm’s procedures on compliance, Treating Customers Fairly (TCF), anti-money laundering, fraud prevention, data security, and anti-bribery.
• Stay informed about relevant product, legislative, and technical updates.
• Uphold the ethical standards and values of the firm in all dealings.

Specific Duties:

• Maintain a professional and courteous approach when interacting with clients.
• Conduct thorough research on products and market trends.
• Ensure all client documentation is processed and maintained in line with company procedures.
• Meet performance standards and maintain a high level of client service.
• Track Continuing Professional Development (CPD) and maintain accurate records.

General Administration:

• Manage the day-to-day administration of Life, Investment, and Pension products, including:
• Submission of online applications, top-ups, and processing of paper-based applications for life, investment, platform, and pension business.
• Ensure compliance and accurate completion of the issuance of plan documents.
• Working closely with Financial Advisers
• Keep all relevant trackers and spreadsheets up to date as directed by the Client Services Manager.
• Manage business activities related to new business, top-ups, and policy variations (e.g., changes in DFM/Model, fund switches).
• Understand and apply adviser banding, introducer relationships, and payaway structures.
• Oversee the management of annual and portfolio reviews, ensuring actions are completed on time by the adviser and review team.
• Assist the review team with preparation of Annual Reviews (AR) and Portfolio Reviews (PR) during peak periods.
• Review and verify portfolio reports prepared by the review team.
• Provide support and communication with clients, solicitors, accountants, life offices, platform providers, and lenders through various channels (phone, email, fax, letter).
• Handle complex administration queries as escalated by the Client Services Manager.
• Mentor and train Client Services Executives and apprentice staff as needed.
• Oversee and authorize platform withdrawals, fund switches, and other transactions.
• Draft standard and ad-hoc correspondence in response to client and provider queries.
• Raise invoices and ensure timely payments.
• Source life, investment, and pension quotations using appropriate research tools and present them to advisers along with necessary documentation.

Technical Expertise:

• Maintain a comprehensive understanding of the back-office system (IO) and its role in the firm’s operations.
• Possess strong knowledge of EIM platforms and their processes, including maintaining cash balances.
• Ensure all client files and documentation are compliant with internal standards and regulatory requirements.
• Manage group scheme renewals and auto-enrollment schemes, including handling renewals, invitations, and ongoing member servicing.
• Provide ongoing administration for platform and non-platform investment products, including SIPPs and SSASs.