Client Service Executive

Rathbones; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

Rathbones is seeking a client-facing professional to manage the end-to-end client lifecycle, delivering high-quality service and acting as the central liaison between clients and the investment team. The role requires managing onboarding, account changes, and related administration within the operating model.

Candidates should demonstrate experience in financial services, GCSE English and Maths, and knowledge of its proposition and regulatory environment.

Qualifications

• Experience in Financial Services handling end-to-end administration processes.
• Progression from CSA role or equivalent external experience.
• GCSEs with English and Maths at grade C or above.
• Broad understanding of proposition suite and regulatory environment.
• Knowledge of Rathbones products and services.

Responsibilities

• Develop and maintain relationships with clients and stakeholders to deliver client outcomes.
• Manage client lifecycle administration for timely, efficient client experience.
• Act as main liaison between client, investment team, operations and other stakeholders.
• Ensure end-to-end client lifecycle processes align with Operating Model and KPI benchmarks.
• Gather information to support client suitability and produce client summaries and welcome letters.
• Collaborate with team to share best practices and support administration.

Skills

Client lifecycle management

Relationship management

Stakeholder liaison

Financial services exposure

Education

GCSE English & Maths (A-C)

Job description

About the Role

Client facing role with responsibility for service and relationship management. Lead contact for all Client Lifecycle tasks and queries. Manages all client lifecycle processes and oversees the operating model for their respective investment management team whilst delivering and contributing to excellent client service. The role holder will work within a model which is managed centrally and embedded locally.

What you’ll be responsible for

• Develop and maintain relationships with clients and business stakeholders, utilising knowledge of the business and client requirements to deliver the desired client outcomes.
• Manage the client lifecycle administration process to ensure a timely and efficient client experience.
• Take ownership and accountability for all client administration tasks. Act as the main liaison between the client, investment team, operations and other key stakeholders and ensure all parties are kept informed.
• Ensure all client lifecycle processes are followed and adhered to in accordance with the Operating Model (e.g. end-to-end management of account opening, on-boarding and transfer processes; processing client payments and account amendments; supporting quarterly portfolio valuation processes) whilst all process enhancement suggestions are escalated accordingly. Follows group wide processes to meet KPI benchmarks.
• Understand client suitability requirements and support your investment team with regard to gathering the relevant information to support client suitability, producing client summaries/welcome letters.
• Work closely with the team and wider administration functions to develop and share best practice.
• Act as the first point of contact for clients, assuming the role of the “go to” person for administration queries. This includes attending client meetings and leading discussions regarding client administration matters.
• Undertakes more complex Client Lifecycle processes such as estate/deceased/probate.
• Demonstrates a broad understanding of Client Lifecycle processes and Rathbones Products & Services.

About you

• Experience working in a similar role in Financial Services managing end-to-end administration processes.
• Progression from CSA role or equivalent external experience.
• Grades A-C at GCSE or equivalent in English and Maths.
• Broad understanding of Proposition Suite.
• Knowledge of regulatory environment in which we operate.
• Understanding of the products and services we provide.