Rathbones
Senior Client Service Executive
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Role Title: Senior Client Service Executive
Division: Wealth Management Propositions & Client Care
Location: London
Contract: Permanent
Working pattern: Hybrid
About the Role
The Senior Client Service Executive (Senior CSE) will continue to undertake all existing Client Service Executive (CSE) responsibilities for their immediate Investment Management (IM) team, alongside some additional Senior CSE responsibilities to support their Team and the Client Service Managers. The role holder will work within a model which is managed centrally and embedded locally.
What you’ll be responsible for
- Acts as an escalation point for team and takes the lead in problem solving through discussion with key stakeholders across the business.
- Challenges processes, suggesting process improvements, raises any issues collaboratively with desk/CSL/Stakeholders/peter group.
- Consistently delivers all KPI’s and Right Frist Time – leads the way for the wider team and shares best/good practice with others.
- Leads and advocate of client engagement model, sharing knowledge and driving best practice and consistent client outcomes.
- Undertake all existing CSE activity and responsibilities.
- Host regular meetings for Client Service Support staff within the Team, delivering business updates, and receiving queries/issues to investigate, feeding back resolutions. Where required, escalate concerns from the Front Office to the wider Senior CSE group as well as the Client Service Lead and Client Service Managers, and work collaboratively to resolve.
- Act as a first point of contact for Client Service Support staff within the Team, supporting other Team in times of absence.
- Utilise experience and maintain in depth knowledge of systems and processes in order to support IM teams within the Team. Champion process and system changes with Cloud colleagues and support the delivery of training for new and existing staff.
- Assist with the testing and implementation of system changes, supplying feedback where necessary using subject matter expert (SME) experience and knowledge of client requirements. Collate client feedback and work collaboratively with Operational teams to ensure that high levels of client service and processes are implemented.
- Champion and support the delivery of the Client Service Support development programme at Team level. Coach, support and develop new and existing Client Service Support staff within the Team, providing feedback to support the probation and appraisal processes. Monitor progress and coordinate any further training requirements.
- Oversee and manage client lifecycle processes for the Team, managing capacity and absence issues where required.
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- Proven experience as a Client Services Executive (CSE) within the UK Private Client Investment or Wealth Management industry.
- Experience supporting front-office Investment Directors, Wealth Managers, or Financial Planners.
- Strong understanding of client onboarding, account opening, and ongoing client servicing processes.
- Knowledge of a range of client structures and products, including, UK and offshore accounts, Offshore bonds, Trusts, Family Investment Companies (FICs) & Pensions
- Strong understanding of both front-office and back-office operational processes.
- Confident communicating with clients, professional advisers, and internal stakeholders.
- Ability to manage multiple priorities and support regulatory or business change initiatives.
- Highly organised with strong attention to detail and client service skills.
- Team-oriented individual who enjoys working within a fast-paced, collaborative, and growth-focused environment.
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