Client Service Representative

About Netwealth

Netwealth is a pioneering wealth manager with a hybrid model that blends deep human expertise with the power of modern technology. Founded in early 2016 by Charlotte Ransom and Thomas Salter – former Goldman Sachs and JP Morgan executives – we combine a highly experienced investment team with powerful technology and financial tools.  

Our wealth management service targets a mass-affluent and high-net-worth audience (with clients investing on average around £500,000 across ISAs, Pensions and GIAs), where clients can either choose their portfolios online or access our comprehensive financial planning service. The portfolios are then managed by a highly seasoned investment team and all clients can speak with qualified financial advisers at any time to get help with their financial affairs.

About Client Services

The aim of our Client Service team is to provide a highly professional and high quality service for Netwealth clients, managing requests promptly, accurately and efficiently.

As a member of this team you will be the primary point of contact for all of Netwealth’s potential and existing clients. You will be primarily responsible for communicating with clients, responding to their queries, assisting with their on-boarding and generally providing assistance to them.

We are growing fast and have a very exciting future ahead of us.

About you

You are likely to have graduated in the last 1-3 years and will have the following experience and attributes:

• Hard working, self-motivated and able to work both autonomously and collaboratively.
• Strong, confident communication skills are vital because the role requires daily communication with clients and service providers as well as other members of the team and wider firm.
• Excellent attention to detail and control focus.
• Desire and ability to problem solve and work efficiently, with a natural lens on achieving the best outcomes for the client and the company.
• Approximately 1 years’ experience working in a customer/client facing role.
• Strong academic background through to degree level or equivalent
• A strong sense of ethics, sound judgement.
• Welcomed, but not required: Knowledge of the financial industry and investments; experience in wealth or investment management.
• Your demeanour, attitude and aptitude are everything! We will teach you everything else that you need to know!

In this role, you will be taught to

• Be the first point of contact for clients via incoming calls, emails, secure messages and provide timely, accurate and clear responses to achieve our goal of a high class professional experience.
• Give a clear description of the Netwealth offering and know at which point to transfer clients to advisers.
• Manage the on-boarding process for clients, which is initiated on the Netwealth website, ensuring Anti-Money Laundering (AML)/Know Your Client (KYC) checks have been completed, along with the appropriate set up at the custodian or pension provider.
• Track each transfer and follow up with counterparties to ensure that transfers are progressing and provide updates to clients or follow up with clients where additional information is required.
• Keep clients updated as to the status of their accounts with Netwealth informing them of payments received, transfers completed.
• Maintain client data on request following the appropriate control procedures.
• In conjunction with the compliance team, be responsible for reviewing and ensuring that the required AML/KYC regulatory requirements are met and all relevant procedures are up to date.
• Collaborate with the operations team and the outsourced providers on a daily basis to investigate client issues or to understand any communications that need to be relayed to one or more clients.
• Seek and implement continuous improvement of the client journey: collate feedback for management on a regular basis, suggest common themes or areas to be addressed.

Your Benefits and Hours

• 40 hours per week, 3 days in the office, with 2 anchor days (Tuesdays and Wednesdays) and 1 flex, providing you with full learning, development and social opportunities.
• Great office in a great, central location
• Salary £28k / £30k per annum, based on experience.
  
  

  ⚖️Physical Wellbeing

  • Private healthcare
  • Life Insurance
  • Income Protection
  • Critical Illness
  • Cycle to work

   

  ❤️Lifestyle

  • 25 days annual leave, plus additional holiday (purchase up to 5 days annually)
  • Charity day
  • Home working set-up allowance of £200
  • Flexible working
  • Alternative working location (work 2 weeks per annum 'somewhere else')
  • Tech Scheme
  • Regular team and firm-wide events

   

  💸Financial Wellbeing

  • 5% Pension contribution
  • Financial health-check / plan (from our Advisory Team)
  • Preferential investment account fees
  • Season ticket loans

   

  ❤️Mental Wellbeing

  • Access to a mental/physical annual wellbeing subscription of your choice
  • Access to 24/7 confidential employee assistance programme, to support mental, professional and financial wellbeing
  • Access to a mental wellbeing app, to improve emotional resilience and mental health
  • Access to the Bupa Mental Health Hub