OVERALL SUMMARY

At Close Brothers Asset Management, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients. We are part of Close Brothers, a FTSE 250 leading UK merchant banking group.
We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.
We are a team of about 800 people based in 14 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.
Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.
Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our business will represent a diverse and inclusive workforce from the top down.
We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities. As an early adopter of hybrid working we are open to discussing all types of flexible working options, helping you to balance your work and home life.

PERSON SPECIFICATION: QUALIFICATIONS, SKILLS AND ATTRIBUTES

• A passion for delivering exceptional customer service · An enthusiastic and self-motivated team player
• Excellent verbal and written communication skills
• Keen eye for detail
• Good IT skills and competent using Microsoft packages
• Detailed record keeping and reporting capability
• Proactive, able to multi-task and manage a varied workload
• Demonstration of initiative
• Experience of outbound calling
• Experience in a customer facing role, preferably within the Financial services sector
• An understanding of savings and investments is desirable
  

  LI-EM1

As an employer, Close Brothers Asset Management is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employees or candidates are subject to discrimination on grounds of any characteristics including but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.

ROLE OVERVIEW:

As an Investor Support Executive you will be responsible for dealing with client queries through various channels and administering their accounts. Working as part of an energetic, professional and friendly team who predominantly provide dedicated support to Direct clients; online clients who do not receive on-going advice and are happy to make their own investment decisions. You will be expected to deliver first class customer service at all times. This role requires shift work Monday to Friday, between the hours of 8am and 6pm.

KEY RESPONSIBILITIES?:

• Inbound and outbound client contact; call, email, online messaging and post
• Ensuring enquiries and requests are actioned and responded to within set SLAs
• Document management; ensuring documentation is scanned, saved and archived in accordance with department operating procedures
• Become a specialist in using and assisting clients and staff with our digital assets; our online investment portal, mobile app and website research resources
• Represent Direct clients by working harmoniously with other teams to ensure we deliver the best, most efficient and effective service possible to our clients
• Use your initiative to build a rapport and delight our clients, keeping them informed and assisting their needs
• General ad-hoc duties as required by the business or assigned by the Investor Support Team Manager
• Liaising and working with colleagues across the business to ensure operational efficiency and cohesive client experience
• Making suggestions on services to improve consistency, quality and efficiency
• Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs
• Keep line manager appraised of issues affecting performance and service development, proactively suggesting solutions where there is a need
• Manage your workload and day to ensure SLA’s are achieved
• Learn and maintain a working knowledge of the teams procedures and use your knowledge and experience to suggest improvements where possible

REGULATORY RESPONSIBILITIES (COMPLIANCE/T&C)

• Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.
• Assist management by proactively making decisions and escalating any problems in a timely manner to avoid complaints and help the early resolution of potential issues
• Liaise with Compliance on the resolution of complaints to ensure responses are logged and resolved within necessary SLAs
• Report any breaches to the Investor Support Team Manager
• Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management and taking accountability for outcomes for clients.