Middle Office Fees & Illustrations Specialist (Flexible)

Nucleus Financial; Salisbury; On-site; GBP 42,000 - 56,000; Full time

Job summary

Nucleus Financial is seeking a Product Service Specialist to join the Middle Office, based at either Salisbury or Edinburgh. You will become the subject-matter expert on product fees and illustrations, guiding Front Office and coordinating with Propositions, Operations Oversight, and other teams to resolve complex issues.

You will identify recurring queries, improve guidance, and aim to increase self-service for advisers and customers while maintaining compliance with regulatory requirements and

Qualifications

• Experience in Financial Services, preferably within a pension, investment or platform environment.
• Strong understanding of financial products and how fees, charges and illustrations operate.
• Strong attention to detail, particularly when reviewing fees, calculations and illustration outputs.
• Strong analytical and problem-solving skills, with the ability to investigate an issue and identify the appropriate next step.
• Able to explain potentially complex product information clearly and simply to Front Office.
• A confident communicator who can build effective relationships across Propositions, Operations and Front Office.
• Customer and adviser focused, with a strong understanding of the importance of accurate and timely information.
• Able to take ownership of queries and coordinate them through to resolution.
• Proactive in identifying recurring issues and opportunities to improve guidance and self-service.
• Positive and adaptable, with a willingness to develop and maintain specialist product knowledge.
• Positively demonstrate the Nucleus Smart, Heart and Courage values and behaviours.

Responsibilities

• Act as the subject matter expert for fees, charges, and illustrations, providing guidance and support to Front Office on their interpretation, application, and customer impact.
• Lead the investigation and resolution of complex fees and illustration issues, working across teams to identify root causes, improve understanding, and ensure accurate customer outcomes.
• Proactively identify cases which require attention to ensure right customer outcomes achieved.
• Triage and resolve more complex product-related queries, identifying the appropriate route where further investigation is required.
• Coordinate with relevant teams where a fee or illustration issue cannot be resolved through the standard process, maintaining oversight through to resolution.
• Provide clear and timely updates to Front Office on the status of queries, issues and expected resolution timescales.
• Analyse recurring queries and service issues to identify improvement opportunities, enhancing processes, guidance, and self-service resources to increase Front Office effectiveness and reduce avoidable demand.
• Support the development of training or knowledge-sharing for Front Office on platform and adviser fees and illustrations.
• Maintain a good understanding of relevant product features, fee structures and illustration processes to ensure advice and support provided is accurate and consistent.
• Work collaboratively with Product, Operations and other teams to ensure a single, coordinated approach to resolving product-related issues and avoid duplicated escalations.
• Understand and adhere to all regulatory and company-specific policies.

Job description

Nucleus Financial is seeking a Product Service Specialist to join the Middle Office, based at either Salisbury or Edinburgh. You will become the subject-matter expert on product fees and illustrations, guiding Front Office and coordinating with Propositions, Operations Oversight, and other teams to resolve complex issues.

You will identify recurring queries, improve guidance, and aim to increase self-service for advisers and customers while maintaining compliance with regulatory requirements and