Specialist: Service and Advisor Support

Job Title: Specialist: Service and Advisor SupportPurposeThe Specialist: Service and Adviser Support plays a critical role in delivering a consistently high standard of service to both clients and financial advisers in the international investment space. This includes accurate transaction processing, proactive issue resolution, adviser onboarding and support, and delivering an exceptional client and adviser experience across platforms. In addition to technical setup responsibilities, the role demands a high level of service excellence in managing queries and supporting stakeholders. The incumbent effectively balances day-to-day service delivery with active participation in continuous improvement initiatives and proposition development.

Success in this role requires a combination of operational precision, client-focused thinking, and a proactive mindset within a rapidly evolving environment. Key ResponsibilitiesSERVICE DELIVERY AND QUERY RESOLUTIONDeliver superior level of service via email and telephone across inbound and outbound channels. Manage queries end-to-end, taking full ownership or escalating to specialists where appropriate. Respond promptly, professionally, and accurately to all queries. Maintain detailed, up-to-date records of all client, adviser and Distribution interactions in CRM systems. Ensure that all service activity aligns with company standards, SLAs, and compliance requirements.

PROCESS AND RISK MANAGEMENTReview and verify all incoming instructions for completeness and correctness. Monitor and manage daily workload in line with business SLAs and compliance guidelines. Identify, escalate, and manage risks or anticipated issues proactively. Continuously seek to improve service processes and reduce inefficiencies. Ensure all processes and standard operating procedures are fully documented, up to date, and version controlled. Execute user acceptance testing as and when required, whilst managing business as usual responsibilitiesKey Responsibilities (Continued. . . )PROPOSITION KNOWLEDGEDemonstrate mastery of the investment proposition, options, and systems. Provide technical assistance for the online portal to advisers and their teams.

Participate in cross-functional working groups or change initiatives as a subject matter expert on proposition, processes, and systems. TEAM SUPPORT AND COLLABORATIONActively support team members by sharing knowledge and providing guidance on complex queries. Contribute to a positive, solutions-oriented team culture through consistent communication, driving swift resolution, and thriving in a fast-paced environment. GROUP PARTNERSHIP AND STAKEHOLDER ENGAGEMENTManage the onboarding of Independent Financial Advisers (IFAs), tied advisers, and distribution partners. Provide demonstrations and training to ensure effective platform usage. Hand-hold new advisers through their onboarding and learning journeys. Build strong relationships with advisers and distribution teams.

Qualifications and ExperienceRelevant tertiary qualification in business, investments, or a related field. CFP would be advantageous. Minimum 3–5 years’ experience in a client/adviser servicing role within financial services or investment management, preferably in the international space. Solid understanding of international investment products and platforms. Experience supporting financial advisers. Working knowledge of investment platforms, financial products, and applicable regulatory frameworks including AML, KYC, and FAIS requirements. Skills and CompetenciesExcellent verbal and written communication skills, with the ability to convey complex information clearly and professionally across multiple channels. Strong interpersonal and relationship management abilities, demonstrating a client-centric approach in all interactions.

Ability to manage multiple priorities in a high-pressure environment, while maintaining composure and focus. Collaborative and solutions-oriented team contributor. Sound understanding of client servicing principles, with the ability to apply service excellence techniques in a high-value advisory context. Resilient, adaptable, and capable of operating in a dynamic and evolving business environment. Comfortable operating in a fast-paced, start-up setting, with the ability to navigate ambiguity and contribute to growth.