Partner Assistant - Kloof at Catch

Purpose of role:              

• The Partner Assistant supports the Financial Planning Partner(s) in providing the required levels of client services to our clients. The Assistant is part of a regional team and is encouraged to collaborate with other Assistants in their office as well as with team members in the Region. The Assistant takes responsibility for overseeing the administrative, operations and client services support to the Financial Planning Partner and is the liaison person between the practice and the regional office / head office.

Categories:

Client Services

• Implementation of the client services experience, as defined by the Head of Operations.
• Take full responsibility for the implementation of administrative processes and controls in the Financial Planning practice(s) (including all transactions, queries, reporting etc.).
• Liaison between Financial Planner Partner and product providers (PPs).
• Equipped to follow the formal complaint resolution process.
• Is the point of contact for clients, ensuring the efficient delivery of client requirements on behalf of the Financial Planning Partner(s).
• Adhere to the culture and principles of Treating Customer Fairly.

Operations

• Collation of all clients related information (data discovery and fact find) and preparation of documentation for engagement between Financial Planning Partner and client.
• FICA and AML capture and checking on client onboard process.
• Checking of transition documentation to ensure completeness and accuracy in alignment to relevant client file checklist & lodgment rules.
• Administration relating to client transfer and new business transactions.
• Submission of intermediary appointment notes to relevant PPs.
• Monitoring the submission of intermediary appointment notes to ensure clients successfully transfer to the license group and that ongoing fees are received from the relevant PPs.
• Capture and checking of new business documentation to ensure completeness and accuracy in alignment to the lodgment rules.
• Submission of new business application(s), together with supporting documentation to relevant PPs.
• Monitoring the underwriting and acceptance of new business transactions.
• Arranging medicals for clients where required and follow up on outstanding requirements to ensure new business transactions are confirmed by the relevant PPs timeously.
• Providing an ongoing service and maintenance support function to the Financial Planning Partner and his / her clients.
• Check Commission statements from CommPay (internal commission module linked to CRM) and PPs. Manage commission suspense accounts aligned to compliant new business lodgment.
• Escalate with PPs regarding commissions / fees due to the Financial Planning Partner.

Operational support for Portfolio Managers and CRMs

• Assistants align with the PCS CRMs to ensure complete pre-population of PCS mandates and applications.
• All instructions to PM and CRMs initiated and maintained via XPlan (company’s internal CRM) tasks.

IT & Systems

• Preparation of client portfolio’s using Astute and / or product provider information. Ensuring XPlan Policy Schedules are up to date and accurate.
• Data capture of client demographic data on client relationship management system XPlan.
• Client financial data capture (ASTUTE, PPs and manual).
• Data integration between XPlan and Integrated Wealth Planning for handover to BDM or Financial Planning Partner.
• Upload scanned copies of all documentation into xPlan (including relevant client file checklist(s)).
• Ensure proper record keeping in line with business rules and where relevant, legislation & safe storage into XPlan.
• Distribute communication(s) to clients as stipulated in the client management plan. (Auto communication registration and health keeping)
• Distribute communication(s) to clients as requested by the Financial Planning Partner via xPlan.
• Extensive use of XPlan notes and tasks to manage client records and organization of practice.
• Prepare for clients reviews as per client review template.
• Client review preparation by producing and checking the Client Consolidated Reports (CCR) from NAV (the company’s proprietary software that manages all aspects of the Partner’s practice).
• Maintain an accurate diary system. (XPlan & Outlook integration)
• Address all technology issues experienced by the Financial Planning Partner and facilitate the solution - liaison with the IT support desk etc.

NAV & KPIs

• Full awareness and understanding of information available on NAV to support the Financial Planning Partner(s).
• Track and monitor personal KPIs on NAV.
• Request assistance and guidance from POM where KPI scores reflect gaps.
• Liaise and orientate with the Financial Planning Partner on all data and practice attributes on NAV.

Marketing Support

• Assist with the organization of client events in conjunction with the events coordinator i.e. booking venues, RSVP management, event management etc.
• Assisting Financial Planning Partners at client events.
• Function as a primary point of contact for clients thus strengthening client relationships.

Office Management

• Support the general office management including reception, facilities, meeting room management, stationery, marketing material etc.
• Submit orders for stationery, business cards, marketing brochures, client folders etc. to the Partnership Operations Manager timeously to avoid running out of stock.

Knowledge

• Financial Services Industry
• Understanding of FAIS and FICA legislation

Competencies  

• Computer skills: Microsoft Office (Excel, Word, Outlook essential); SharePoint
• Experience with XPlan
• Good verbal and written communications skills
• High energy individual who is customer centric and relationship orientated
• Methodical, accurate and have meticulous attention to detail.
• Initiative-taking work ethic.
• Organizational skills, ability to prioritize, plan and manage projects.
• Ability to collaborate with others.
• Critical thinking: ability to strategize, research and interpret.
• Problem solving ability to apply creative skills in evaluating problems and identifying best solutions while being flexible to accommodate the changing needs of the clients.
• Teamwork: be a reliable and productive member of the team.
• Professional presence: as a representative of the organization, a professional image and professional conduct are always expected and required.
• Time management: ability to manage time and tasks to ensure deadlines are met.
• Assertiveness, proactive & resourceful
• Resilient under pressure
• Ability to multi-task
• Maintain absolute confidentiality.

Qualifications and Experience

• 2-3 years in the financial services industry required.
• Relevant tertiary education or courses.

Attributes

• The individual puts the needs of clients first and takes ownership of the goal to always strive to be effective in our clients’ lives and can facilitate and assist Financial Planning Partner(s).