Senior Administrator Client Services

Job Type: Permanent

Location: Isle of Man

JOB TITLE: Senior Administrator – Client Services

REPORTS TO: Operations Manager

PURPOSE OF ROLE:
• To support the Operations Manager by overseeing the Client Services team processing new business, servicing and claims related tasks.
• The role requires an understanding of the needs of clients ensuring compliance with regulatory guidelines
• To work closely with the Accounts, Compliance and Relationship Management (RM) teams to ensure all tasks are processed accurately and in a timely manner

PRINCIPAL ACCOUNTABILITIES:
• Develop and provide superior levels of customer support by dealing with client and intermediary queries promptly
• In conjunction with the Operations Manager, develop and manage a process to identify and track to completion of all work items received by the Operations team
• Provide concise & professional support to professional intermediaries, investment advisors and clients by telephone, email, fax and post
• Manage personal workload to ensure that tasks are completed within service standard
• Ensure that the business meets all regulatory requirements associated with the activities carried out by the team
• Develop, document and maintain departmental procedure as required ensuring periodic reviews are conducted.
• Manage filing and archiving to ensure that all client correspondence is stored correctly
• Provide support for the Client Services team members as and when required
• Advise the Operations Manager of any servicing issues or nonstandard requests and work with them to find resolutions
• Monitor the quality of the work completed by the client servicing team
• Support the Operations Manager with ad hoc tasks/projects as and when required
• Assist in the co-ordination of the quarterly operational processes relating to the Operations Team
• Provide regular and ad hoc reporting on work volumes, productivity and quality in respect of tasks completed by the department.
• Record and report any identified risks, data protection or regulatory breaches (including any issue that may impact on Treating Customers Fairly) as and when matters arise.

KEY RELATIONSHIPS

• Internal Departments
• Clients
• Professional Intermediaries such as Lawyers, Accountants, Brokers and Independent Financial Advisors
• Directors
• Relationship Managers

PERSON SPECIFICATION

Technical Knowledge and Experience Required

Essential
• Knowledge of the International Life Assurance sector (preferably 3-5 years at senior administrator level)
• Knowledge of the UK Inheritance Tax and Chargeable Events Legislation
• Working knowledge of spreadsheets and word processing
• Knowledge and understanding of the regulatory requirements associated with the administration of life assurance policies, in particular with respect to Anti Money Laundering
• Understands the need for strong Intermediary relationships

Attributes

Essential

• Excellent Communication skills (written and verbal)
• Excellent Customer Service Skills
• Willingness to undertake external qualifications examinations if not already qualified, with specific emphasis on Life Assurance / Pensions
• Ability to work alone or as part of a team.
Note: The above is not an exclusive list of duties but a broad overview. Consequently, the duties may change to reflect changes within the Department / Company. Additional duties that may be reasonably assigned to this role may added over time

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