Cameron Kennedy
Client Service Executive – Investment Platform & Custody
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Client Service Executive – Investment Platform & Custody
London | Permanent | Competitive salary + benefits
Cameron Kennedy is partnering with a well-established, FCA-regulated investment platform and custody provider to appoint a Client Service Executive to its Client Engagement team in London.
The role
You'll be the day-to-day service contact for a portfolio of institutional clients, owning service delivery, resolving live issues and running structured service reviews. You'll act as the customer champion internally, making sure the firm delivers good outcomes for clients and their underlying retail customers.
Key responsibilities
- Manage day-to-day client engagement, responding to queries quickly and accurately and coordinating internal teams
- Own first-line support for live client issues, including root-cause analysis and raising and tracking JIRA tickets through to resolution
- Deliver against agreed SLAs and produce client MI packs and service reviews for senior management
- Log and manage complaints in line with policy and regulation, identifying root causes and trends
- Complete client due diligence tasks: onboarding, periodic KYC/CDD reviews, ID&V, adverse media screening and source of wealth checks
- Support the customer journey with a focus on Consumer Duty and customers with characteristics of vulnerability
- Maintain client records and user profiles, and work within the firm's control and compliance framework
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- You MUST have at least 2 years' institutional client relationship or client service experience. Applications without institutional experience will not be considered.
- Platform, custody or wealth administration background strongly preferred
- A proven track record of delivering excellent client service and good customer outcomes
- Strong problem-solving skills with a continuous improvement mindset
- Confident communication with external clients and internal stakeholders at all levels
- Experience producing management information to support planning and decision-making
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