Senior Administrator – Wealth

Job Description

Duties include:
Ensure that all calls and enquiries are handled in a professional manner, taking ownership of recording the call and following these through to resolution. Expectations must be managed at all times. You must follow company telephone and security procedures at all times
Effectively manage your time through correct use of make busy codes’ ensuring unallocated time is not in excess of 1 hour per month. You will be targeted to achieve a daily telephone shift time of at least 6.5 hours for every day worked
Monitor the agent adviser system to manage service levels
Accurately prepare and record standard and non-standard illustrations with correct authorisation, within agreed service levels and standards
Actively monitor the Wealth Management functional mailbox to ensure that all incoming emails are answered with 24 hours and that illustration requests are completed in accordance with the service charter. To deliver a high standard of customer service in relation to these queries by managing client expectations and taking ownership
Ensure that all exceptions are logged for you and your colleagues in line with operations procedures
Ensure that all proactive weekly/monthly/quarterly tasks are completed in a timely and accurate fashion, including compiling ad-hoc MI or reports for Distribution, IFA’s and Management when required
Ensure that all complaints are logged, investigated and full resolution prepared to an agreed quality within agreed timescales, wherever possible
Provide support to the Team Leader by rising to new challenges, responsibilities and assignments within the department whilst working to achieve both personal and departmental objectives
Be the first point of cover for the Presale team by being competent in support tasks agreed between teams. Also, to be flexible and help any other areas within Operations or as required