Working for the Key Accounts Department within the wider Customer Experience area, be part of the front-line contact team, working hand in hand with sales to provide/deliver:
* A single point of contact for Wealthtime’s largest accounts / strategic partners including the relationship with any third parties such as DFMs.
* Provision of an outstanding cradle-to-grave service model; bringing in experts, when required, to ensure the account and their end clients receive a consistent, intentional and award-winning experience.
* Provision of training and oversight to ensure the Adviser firms use the platform efficiently and effectively.
* Provision of reporting; including the analysis of MI to support Sales and the Adviser Firms on how best to work with including information to support the firms managing their own book such as business retention opportunities.
* To attend service delivery meetings both in person and virtually.
* Ensure a strong risk culture exists, always safeguarding the customer assets. Compliant with all applicable regulations and laws.
* Day-to-day provision of a strong customer-centric culture to work alongside the adviser experience creating an inclusive vulnerable customer experience.
Candidates will have both an adviser and customer perspective including:
* All Wealthtime product processes.
* Detailed understanding of the Wealthtime Adviser processes.
* Understanding of dealing processes.
* Client Money Regulations (CASS Rules).
* UK Platform and Tax Wrapper regulations.
* FCA T&C regulations.
* Business Risk Appetite.
* Vulnerable Customers.
* Consumer Duty.
* Customer Retention Activities.
The successful candidate will also directly assist the Head of Key Accounts to support the broader client services team and work very closely with the relevant members of the sales team. They will ensure the information and updates are provided at pre-agreed intervals and ensure that the company is compliant with all statutory and FCA regulations.
Key Responsibilities:
* Be a colleague who is enthusiastic, energetic, driven, ambitious, and passionate about the business they support.
* Significant experience working with advisers and customers evidencing a strong customer-centric style.
* Work collaboratively with other business areas to ensure the best possible outcomes for our key accounts.
* Will have the ability to understand business strategy and key business drivers.
* Strong business focus with the motivation and ability to always apply good financial practice and company procedures.
* Continually delivering and improving excellence for clients and customers; adhere to Consumer Duty Principles and Vulnerable Customer Guidance.
* Strong motivational, innovative, and interpersonal skills.
* Excellent communication, planning, and organisation skills.
* Be pragmatic and delivery-focused with a strong sense of humour.
* Analysis and judgement; will ask questions and challenge the way things are done in the right way, to effect positive change where needed.
* Excellent judgment and creative problem-solving skills including negotiation and conflict-resolution skills.
* Resilient, proactive, and driven with a strong delivery focus and “can-do” attitude.
* A highly collaborative style of working. The senior team is creating a culture which is open and honest and non-political.
* Flexibility and change orientation. Ability to develop and adapt with the evolution of the role and the business.
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