Investor Support Executive

Nelson Scott
02 May 2017
02 Jun 2017
Contract Type
Full Time

About the Role

As an Investor Support Executive you will be responsible for dealing with client queries through various channels and administer their accounts. You will be expected to deliver excellent customer service.

Decision Making

  • Making suggestions on services to improve the consistency, quality and efficiency of service
  • Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs
  • Make informed, timely and appropriate decisions for the Self Direct clients
  • Keep the Senior Investor Support Executive appraised at regular meetings of issues affecting performance and service development, proactively suggesting solutions where there is a need
  • Represent the Self Direct Client Service element in working harmoniously with other service areas to ensure the client service team can deliver the best, most efficient and effective service possible to our clients


  • Manage your own workload to deliver voice, email, letter and Secure Message based service to a wide variety of Self Direct clients
  • Manage your workload and day to ensure SLA’s are achieved
  • Liaise with other business areas to minimise impact of activity on SLA’s


  • Learn and maintain a working knowledge of the teams procedures and use your knowledge and experience to suggest improvements where possible


  • Assist the Senior Investor Support Executives to maintain an internal complaint process to ensure responses are within the agreed CBAM SLA’s
  • Liaise with Compliance on the resolution of complaints

Compliance Liaison

  • Liaise with the compliance department to make sure that all tasks undertaken are meeting current regulatory requirements
  • Report any breaches of compliance to the Investor Support Team Manager and advise compliance team where necessary

About you

  • ExcellentAttention to detail
  • IT Skills
  • Team Player
  • Good communication skills - verbal and written
  • Excellent record keeping and reporting capabilities
  • Proactive nature to gain efficiencies
  • Ability to multi-task
  • Demonstration of Initiative
  • Experience of outbound calling to existing clients for both day to day maintenance of accounts and company initiatives
  • Ability to demonstrate an understanding the regulatory framework relevant to the role, whilst practicing effective risk management taking account of outcomes for clients.
  • Demonstrate an understanding of and compliance with regulatory framework relevant to the role, whilst practicing effective risk management taking account of outcomes for clients.

Rewards and Benefits

  • Discretionary Annual Bonus
  • Pension - Group Stakeholder Pension Plan provided by Friends Life; 5.3% employee and 10% employer contribution
  • Life assurance - 4 times annual salary
  • Private Medical Insurance
  • Annual Leave - minimum of 25 days as standard with the opportunity to buy up to 5 days’ additional annual leave every March
  • Plus further benefits including competitive family friendly offering , information available upon request