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Key Responsibilities:
Main tasks:
* To be 1st point of contact for any client operational queries.
* Ensure a joined-up relationship approach alongside Client Managers for each client – attending meetings / client calls where relevant.
* Ensure regular communication with Client Manager.
* Take on call / System training within 1 day of pay out; and after facility/product change/transfer. Prior to this a pre take on meeting / call to be held with CM to understand new client and ongoing requirements.
* To complete first security reviews within two months of paying out.
* Log any client technical issues via Service Hub.
* Diarise ongoing conditions and chase up, collect data as required, log in systems as required.
* Log receipt of all management accounts and YE accounts (unless agreed otherwise with Client Manager), chase MI monthly.
* Save Stock funding calcs into shared drive and update funding on system, transferring funds where client advises and there are funds available.
* Client payments (early payments, manual third party payment).
* Client overpayments – keying onto system once Client Manager has credit approval / covering in Client Manager absence.
* Facility transfers instructions for disclosure team, banking team and security team.
* Issue notice of failure and apply all fees’ following client failure.
* Close down all terminated accounts - issue notice of termination.
* Complete Inter factor transfers where applicable (preparation of ABFA letters A,C,E,F calculation of the redemption figure, closing down the account, instruction for banking and back office teams)
* Where Client Manager requests - Instructions for securities (filling in the form request for all legal documentation as and when required within existing clients, request for side letters in relation to facility changes following the facility review, change, removal of bank details) update Ideal with fees changes following the variation letter being returned,
* Instructions for banking (request for future bank receipts, weekly refunds, remittance advice required for unrecognised cash item in trust account)
* Instruction for finance (currency exchange transactions),
* Provision of ad-hoc reports for Client Manager team, auditors (i.e. Experian and D&B reports, availability screens, Surveys Reports, Prospect Review Form, legal documents from Papervision)
Standards of performance:
* Respond to client queries promptly and professionally.
* Establish and maintain effective relationships with clients.
* Ensure risk reducing actions are prioritised and completed, and risk issues are promptly reported to client managers.
Risk & Compliance:
* Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
Skills and Experience:
Essential
* Industry specific experience
* Excel and Word
Desirable
* Client support experience
Education & Qualifications:
Desirable
* ABFA qualification