Senior Client Support – Private Client

Job description

The Titan Group provides a broad range of services across the whole wealth value chain – from financial planning, investment management through to platform, trading, settlement and custody services. Its strategy is to be able to offer modular, incremental services to its clients allowing them to adjust their business models as and when they choose to. As part of this Titan is also an active acquirer of UK based asset managers and other wealth related businesses. Due to this Titan Wealth is expanding rapidly through strategic acquisitions, offering a unique combination of start-up energy and the security of private equity backing. It’s an inspiring time to join the team! Titan Wealth Planning (TWP) is a subsidiary of Titan Wealth. Our focus is providing best-in-class advice on wealth management, employee benefits, and retirement planning. Our mission is to help businesses and their employees explore, set, and achieve their financial goals. **The role** To provide high-quality administrative and technical support to Financial Advisers, enabling the delivery of compliant, efficient and client-focused financial planning advice. The role holder will act as a key point of contact within the advice process, ensuring all client servicing activities are completed accurately, within regulatory requirements, and in line with Titan Wealth’s procedures and service standards. Working closely with advisers, paraplanners and operational teams, the Senior Client Support Administrator will manage complex client cases, oversee new business submissions, support ongoing client reviews, and help ensure an exceptional client experience from initial enquiry through to implementation and ongoing servicing. The role requires a strong understanding of financial products, FCA regulations and industry best practice, as well as the ability to prioritise workloads, mentor junior team members and contribute to continuous improvement initiatives across the business. The successful candidate will play a vital role in maintaining the smooth operation of the advice process, building strong relationships with clients and colleagues, and supporting Titan Wealth's commitment to delivering outstanding service and positive client outcomes. ### Responsibilities - Helping Advisers to prepare for client reviews by: - Ensuring all client and plan information is up to date on IO. - Requesting plan information from the respective providers either by post, email or direct from the provider platform. Chase regularly to ensure this is received in time for the meeting. Upload to IO once received. - Updating contributions and withdrawals using the transaction history from each provider. Link any transfers within plans. - Adding details of any missing policy information to IO as required. - Validating all funds held within IO, ensuring that unit balances are recorded correctly, and any price feeds automatically pull through to produce an accurate plan value. - Checking the income expectations on all the clients plans to ensure that these are correctly recorded and update as required. - Collate the costs and charges information for plans held by clients ensuring the details contain any income from commission, fund based or adviser charges. - Using the standard templates within IO, create and check the client valuation report and upload to IO. - Produce any ‘OneNote Packs’ requested by the advisers including: - Client Charter - FE Analytics research on the funds held by the client. - KID (Key Information Documents) - Data capture form from IO - Client Valuation Report Producing comparisons between old and new centralised investment propositions. - Preparing cases for submission to the AST team by producing and completing plan information checklists and chasing providers for missing plan information via phone and email. - If requested, the checking and validation of client income expectations held within the system. - Interrogation of the data and liaison with the adviser to ensure the data held within the system is correct and consequently valuations and revenue will match. - Frequently interact with advisers and client support to ensure that we deliver an excellent customer service to all clients. - Produce client letters as required. - Answering phone calls as they come in via the Main Hunt Group - Ensure that the level of service, as agreed with each client, is delivered in a timely manner. - To deal efficiently with all day-to-day telephone and email enquiries from clients and providers. - Create and maintain effective client files. - New business processing and application submission. - Liaising with product providers as and when necessary, chasing as often as required. - Keep up to date with new products, technical or legislative changes within the marketplace. - Always comply with the Compliance policies - Engage with training and development as applicable. - Perform ad hoc tasks as and when required, always bearing in mind TCF and the needs of the business. - To highlight to your line manager procedures & processes that do not adhere to the principles of TCF/RCR and to put forward suggestions that improve the TCF/RCR practices within the department. - Adhere to consumer duty. ### Critical Skills and Experience required - Relevant experience supporting an Adviser. - Previous regulatory or financial industry experience. - Good written and oral communication skills. - Methodical and organised. - Computer literate. - Accurate with good attention to detail. - Customer focused. - Drives forward service excellence. - Collaborative and a team player. - Maths and English GCSE, grade 5 or above, or equivalent. ### FCA requirements TCF/RCR - Adhere to all FCA regulations including consumer duty. - To highlight to your line manager procedures & processes that do not adhere to the principles of TCF/RCR and to put forward suggestions that improve the TCF/RCR practices within the department.