EBI is unique in that we are a Discretionary Fund Manager that runs evidence based or “passive” investment portfolios on behalf of Independent Financial Advisers. Based in Walsall, we have been working with financial advisers from around the country since 2010, having grown to now manage over £1.5 billion in assets.
The Client Relations department is a critical function within an organisation as it’s responsible for building long lasting relationships with key clients. The Client Relationship Manager will play a key role in ensuring this area of the business operates with a smooth efficient service that meets the expectations and needs of clients.
In addition, it is the Client Relationship Manager’s responsibility to ensure that the day-to-day activities for which they are delegated are completed effectively, within set timescales and to meet agreed service levels.
The Client Relationship Manager will act as a point of contact between the client and the organisation and will be responsible for maintaining a positive relationship.
Duties Include:
- Dealing with incoming queries via both telephone and email. Ensure queries are answered in a timely manner with appropriate responses
- Building positive and productive relationships with clients for business growth
- Scheduling tasks, meetings, telephone calls using the company's CRM
- Liaise with other team members and present findings to the relevant Head of Department
- Provide client support and handle client communications effectively
- Deliver great service levels and manage key client accounts to achieve business goals
- Work alongside the sales team to ensure the company has clear goals and ensure sales growth is monitored
- Develop new strategies to improve client satisfaction
- Administrative duties including MI reconciliation, portfolio position reviews, new fund onboarding
- Liaise with new platform providers, research platform functionalities and manage the integration
- Understand the products & services of the company and maintain up-to-date knowledge
- Perform trading activities on wrap platforms in accordance with instructions from the Head of Client Relations and/or Investment Team
- Log feedback, complaints and identify resolutions
- Spot opportunities for new business and refer them to the Sales Department
Skills Required:
- Communication - Excellent communicator, organised, knowledgeable and technically minded. Verbal and written communication to call, email and meet with clients
- Organisation - Ability to prioritise and manage tasks/projects
- Teamwork - Motivated to work using own initiative and as part of a team
- Knowledgeable - Ability to effectively handle technical enquiries from EBI clients efficiently, using available resources and meeting service standards agreed with clients. Knowledge of the financial service industry and specifically knowledge within financial advice practices
- Customer Service - Experience in a sales role with the ability to identify leads and opportunities. Advanced customer service skills with the ability to build relationships and maintain key accounts
