Job Description

• Process business submissions within our service level agreement (SLA); recording all new business where necessary (e.g. Intelligent Office, Business Register, File Tracker etc.) Submitting new business to providers, manage internal and external enquiries relating to new business; liaising with providers and clients for any outstanding information; responsible for one-month checks to ensure submissions are complete; NPW ('not proceeding with’) process for business that is no longer going ahead.
• Assist with any outstanding enquiries from Accounts related to new business; clawbacks and commission enquiries; direct debit cancellations and distribute to the relevant team
• Business succession tracking
• Monitor shared email inboxes, and ensure any correspondence has been acknowledged, and responded to, by the end of the next working day, in agreement with the department SLA; review provider alerts and secure messages and distribute to the relevant team for further action; manage ad-hoc queries from advisers, including logging phone call logs
• First point of contact for telephone enquiries; record call details; distribute calls to the relevant departments; assist with any relevant queries for Admin
• Support with any mandatory daily tasks for the department, during staff absences
• Providing oversight and support to the Administrator
• Deceased client process; responsible for procedure oversight until completion; communication with clients, executors or third parties, for queries relating to policies under our management; requesting and recording all necessary documentation to complete process
• Compliance file process; Client Services Advice Team ('CSAT’) compliance file process; scanning documentation to file and refer to Compliance team
• Responsible for any changes to the first meeting packs for all advisers, including the adding and removing of documents; print conductor process LOA stage process for initial advice meetings (including virtual files); record submission progress in file tracker; responsible for distributing and documenting client state pension forecasts; recording relevant emails and documents to client files
• Provide client information when requested e.g. payslips/ P60’s/ valuations/ policy details etc.; any updates to client policy information e.g. pension beneficiaries etc.
• Responsible for monitoring and checking Dynamic Planner and sending out 'Attitude to Risk’ hyperlinks; resending reminders to clients via Dynamic planner; following up with clients
• Issuing confirmation letters to clients that are no longer under our management, following servicing updates, on a quarterly basis
• Provide documentation to providers, for new or existing clients, to evidence KYC/AML verification, on request
• Responsible for cleansing of hard copy files on an annual basis; ensuring all files are shredded/ recorded on file, as necessary

Required Knowledge, Skills, and Abilities