Role Overview
The Ongoing Service Administrator is responsible for supporting the delivery of ongoing financial planning and wealth management services to clients. The role ensures that client reviews, servicing activities, documentation and administrative processes are completed accurately, efficiently and in line with regulatory requirements and internal service standards.
Working closely with Financial Advisers and other members of the client services team, the Ongoing Service Administrator plays an important role in maintaining strong client relationships and ensuring clients receive the agreed level of ongoing service.
Key Responsibilities Ongoing Client Service
· Coordinate and administer the ongoing client review process.
· Prepare client files and documentation ahead of annual or periodic review meetings.
· Ensure client records, personal information and financial details are accurate and up to date.
· Track upcoming client reviews and ensure they are completed within agreed timescales.
· Issue review documentation, valuations and other client correspondence as required.
· Follow up outstanding actions arising from client review meetings.
· Maintain regular communication with clients regarding administrative and servicing matters.
Financial Services Administration
· Process servicing requests relating to pensions, investments, ISAs, protection policies and other financial products.
· Liaise with product providers, investment platforms and other third parties to obtain information and resolve queries.
· Obtain valuations, statements, policy information and supporting documentation.
· Process withdrawals, contributions, fund switches, changes of details and other servicing instructions where appropriate.
· Monitor submitted instructions through to completion and proactively resolve outstanding items.
· Maintain accurate records of all client and provider communications.
Adviser Support
· Provide administrative support to Financial Advisers
· Gather information required for client reviews and ongoing financial planning.
· Ensure advisers have the relevant documentation and information available ahead of client meetings.
· Record and distribute actions following review meetings.
· Coordinate with internal teams to ensure agreed client actions are completed promptly.
· Identify missing information or potential issues and escalate these appropriately.
Compliance and Record Keeping
· Maintain complete and accurate client records within the CRM/back-office system.
· Ensure documentation is stored appropriately and client files meet internal compliance standards.
· Follow established processes relating to data protection, client confidentiality and financial services regulation.
· Support the firm’s Consumer Duty obligations by helping ensure clients receive appropriate, timely and clearly communicated ongoing services.
· Ensure evidence of ongoing service delivery is appropriately documented.
· Escalate potential compliance, service or client vulnerability concerns in accordance with company procedures.
Client Service
· Provide a professional, responsive and client-focused service.
· Respond to client enquiries promptly and keep clients informed of progress.
· Communicate clearly and professionally by telephone, email and written correspondence.
· Build effective working relationships with clients, advisers, providers and colleagues.
· Take ownership of administrative queries through to resolution wherever possible.
Skills and ExperienceEssential
· Previous administrative experience, ideally within financial services, wealth management or financial planning.
· Strong organisational and time-management skills.
· Excellent attention to detail and accuracy.
· Confident written and verbal communication skills.
· Ability to manage multiple client cases, priorities and deadlines.
· Strong IT skills, including Microsoft Office and CRM/back-office systems.
· Ability to work effectively both independently and as part of a team.
· Professional approach when handling confidential and sensitive client information.
Desirable
· Experience working within financial planning or wealth management business.
· Knowledge of pensions, investments, ISAs and protection products.
· Experience using financial services platforms and provider portals.
· Understanding of FCA-regulated financial services environments and Consumer Duty.
· Relevant financial services qualifications or willingness to work towards them.
Key Competencies
· Client focus
· Attention to detail
· Organisation and prioritisation
· Ownership and accountability
· Clear communication
· Teamwork and collaboration
· Problem solving
· Regulatory and risk awareness
· Ability to work accurately under pressure
· Continuous improvement mindset
Performance Measures
Success in the role may be measured through:
· Client reviews completed within required timescales.
· Accuracy and completeness of client records.
· Timely completion of review actions and servicing requests.
· Quality and responsiveness of client communication.
· Compliance with internal processes and regulatory requirements.
· Reduction in outstanding or overdue client servicing actions.
· Positive feedback from clients, advisers and colleagues.
Reporting Line
Reports to: Client Services Manager / Administration Manager
Works closely with: Financial Advisers/New business Administrators and Compliance
Pay: £24,000.00-£30,000.00 per year
Benefits:
- Company pension
- Life insurance
- Private medical insurance
Work Location: In person
