Operations Associate- Client Account Withdrawals

Hargreaves Lansdown Asset Management Limited; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job summary

A financial services company in Bristol seeks an individual for their Client Accounts department. The role involves managing cash withdrawals, enhancing processes, and ensuring compliance. The candidate will handle payments, resolve client queries, and improve customer experiences. Applicants should have strong teamwork, attention to detail, numeracy, and organisational skills. Opportunities for professional development and qualifications are available in a dynamic work environment.

Responsibilities

• Ensure timely processing of client payment requests.
• Investigate and resolve queries while updating stakeholders.
• Record and update queries, prioritising regulatory deadlines.
• Identify improvements to process efficiency and customer experience.
• Liaise with departments to ensure smooth client payment experiences.

Skills

Teamwork

Attention to detail

Numeracy skills

Ability to perform under pressure

Organisational skills

Problem solving

Job description

SUMMARY

Forming part of the Client Accounts department, the withdrawals team are responsible for all cash withdrawals made from clients' accounts. We are the team that process Online, Telephone and Written withdrawals requests from clients as well as Transfer Out Payments to other providers and payments to Executors or Solicitors for Estates. We also manage all LISA withdrawals and live reporting to HMRC. We do so, ensuring we comply with the relevant anti-fraud and money laundering regulations and carry out due diligence to protect our clients' money.

For the right individual there is an opportunity to develop a range of skills and pursue further professional qualifications. You will acquire knowledge of, and learn to use, back office systems such as Broker Focus. Through keeping error rates low and carrying out processes diligently, you will ensure that HL delivers the best outcome for our clients. You will also help devise improvements to existing processes and implement change.

ROLE ACCOUNTABILITIES

• Ensure payments for client requests are processed timely, accurately within daily deadlines
• Investigate and complete queries in a timely manner, provide updates and escalations of queries internally and externally, keeping stakeholders informed of any issues or difficulties
• Responsible for the correct recording and updating of queries including the identification and prioritisation of queries that are affected by regulatory deadlines.
• Actively seek ways of improving process efficiency, implementing industry best practice and identifying cost saving initiatives
• Act as the process owner of client journeys for payment activities; actively take part in improving customer experience
• Liaising with numerous departments in the Business to ensure client experience when taking their money is as smooth and easy as possible

EXPERIENCE / SKILLS

• An excellent team member who can manage fluctuating workloads whilst delivering an outstanding service to clients.
• Excellent attention to detail and numeracy skills
• Ability to perform under pressure and to deadlines
• Highly organised and collaborative
• Good problem solving skills