Client Service Associate

Build trusted client relationships, keep important work moving and help deliver an exceptional experience at every stage of the financial-planning journey.

We’re a dynamic and growing wealth management firm, proud of our friendly, supportive and high-performing team. Our office is based next to the Tees Barrage, offering a modern working environment.

We place a high value on client experience, attention to detail and personal development. We want every client to feel well informed, well looked after and confident that their financial affairs are in capable hands.

As a Client Services Associate
, you’ll be one of the main points of contact for our clients, helping them navigate ongoing requests, annual planning meetings and the implementation of their financial plans.

You’ll work closely with our financial planners, paraplanners and Client Operations Associates to ensure clients receive clear communication, timely updates and a consistently high standard of service.

This is a varied and responsible role. On any given day, you may be arranging a client’s Annual Planning Meeting, responding to an investment or pension query, coordinating with a provider, processing an authorised transaction or helping a client understand what happens next.

The role would suit someone with experience in wealth management, financial planning, pensions, investments or another regulated client-services environment. It may also suit an experienced financial-services administrator who is ready to take greater ownership of client relationships and communication.

The role reflects the client engagement, meeting management and ongoing support responsibilities set out in Mercury’s internal Client Services Associate framework.

• Act as a trusted first point of contact for clients, responding to telephone calls, emails and secure messages professionally and promptly
• Take ownership of client queries, providing updates, managing expectations and ensuring agreed actions are followed through
• Proactively invite clients to their Annual Planning Meetings and coordinate suitable appointment times
• Ensure planners, paraplanners and clients have the information they need ahead of meetings
• Maintain accurate records of client communications, requests and agreed next steps
• Work closely with financial planners and paraplanners to keep clients informed throughout advice and implementation processes
• Liaise with investment platforms, pension providers and other third parties to obtain information and progress outstanding work
• Support client requests relating to withdrawals, deposits, personal-detail changes and other servicing matters
• Place authorised investment transactions and portfolio-rebalancing instructions accurately and in accordance with internal procedures
• Respond to general queries relating to investments, pensions, policies and financial documentation
• Work alongside Client Operations Associates to obtain and prepare information required for client requests
• Use Mercury Insight and other systems to communicate securely with clients
• Assist the Client Host and wider team in creating a professional and welcoming experience for clients visiting Mercury House
• Identify opportunities to improve client communication, internal processes and the overall service experience

• Experience in client services, administration or operational support within financial services, wealth management, financial planning or another regulated environment
• A warm, professional and confident communication style
• The ability to build trusted relationships with clients and colleagues
• Strong organisation and the ability to manage several client requests at the same time
• Accuracy and close attention to detail
• A proactive approach and willingness to take ownership of work
• Good judgement when prioritising requests and escalating issues
• Confidence speaking with clients and providers by telephone, email and in person
• A working understanding of financial products and terminology
• Confidence using Microsoft 365 and learning new systems
• Discretion when handling confidential personal and financial information
• Previous experience as a Client…