Operations Associate - Client Account Withdrawals

Hargreaves Lansdown; West of England; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid working

Pension scheme (11% employer contribu)

Private medical insurance

Income Protection

Life insurance

Health care cash plans

Health screening programme

Wellhub wellness

Volunteer days (2 per year)

Bike storage & showers

Barista service on site

Job summary

Hargreaves Lansdown in Bristol is seeking a detail-oriented team member for the withdrawals unit within Client Accounts. The role handles Online, Telephone and Written withdrawal requests, including Transfers Out and payments to Executors or Solicitors, with LISA withdrawals managed and HMRC reporting covered.

You will work within back-office processes, using systems such as Broker Focus, while contributing to improvements and maintaining high accuracy under regulatory deadlines.

Responsibilities

• 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
• An excellent team member who can manage fluctuating workloads whilst delivering an outstanding service to clients

Job description

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. What you'll be doing

• 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
  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
• Discretionary annual bonus and annual pay review
• 25 days holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance
• Health care cash plans - including optical, dental, and outpatient care
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year
• dependant on role level
• only available to select during our annual benefits window, in November each year

Interview process

Competency based interview conducted through Microsoft Teams and attention to detail test

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.