Provides personalized financial guidance and customer relationship management through phone and digital channels. Conducts initial and coaching calls, identifies advice opportunities, supports customers through digital journeys, gathers information for advice delivery, and manages ongoing client relationships. Uses technology to improve customer experiences, tests new tools, supports financial wellbeing propositions, generates referrals, and leads service improvements while maintaining regulated financial-services standards and ongoing professional development.
At Wealth Wizards our vision is a future where everybody in society has access to financial advice and guidance. Our Software as a Service (SaaS) platform provides engaging digital experiences for consumers and powerful tools for financial advisers.
We welcome individuals from all walks of life and strive to build a culture where all voices are heard, differences are embraced, and everyone has equal access to opportunities. We encourage applications from individuals of all races, ethnicities, genders, sexual orientations, ages, abilities, and backgrounds.
We welcome individuals from all walks of life and strive to build a culture where all voices are heard, differences are embraced, and everyone has equal access to opportunities. We encourage applications from individuals of all races, ethnicities, genders, sexual orientations, ages, abilities, and backgrounds.
If you require any reasonable adjustments to be made during the application or interview process, please let us know, and we will be happy to help.
Job Purpose
You will be:
- responsible for growing the Personal Advice Team customer base
- the lead contact for customers throughout their journey with us, including on-going client relationship management
- responsible for developing and delivering financial guidance over the phone
- developing and supporting new ways of giving financial guidance through our financial wellbeing propositions
In this role, you will be responsible for growing the Personal Advice team customer base, and developing our personalised guidance offer, both over the phone, teams and innovate guidance propositions.
You will be the first point of contact for customers who are looking for help to improve their financial well being, and as such will be an ambassador for Wealth Wizards, helping everyday people who may not be familiar with financial services feel comfortable and confident.
You will help people maximise the use of our available services to improve their financial position. You will be excellent at listening to customers, identifying their needs and (including those that they may not be aware of, using your knowledge of financial planning) and getting them the help they need.
You will be able to identify which customers need advice and then articulate yourself clearly, so they understand the value of it and how it will help them.
Underpinning all your customer engagement activity, you will have a passion for and confidence in using technology to enable what you do. You will use it to manage customer relationships effectively.
You will enjoy trying out the new technology that Wealth Wizards builds, identifying what works and what doesn’t, and then sharing your insight effectively to influence change.
You will support the Personal Advice Team to deliver personal advice to customers, engaging them throughout the process, to identify their goals and collect the information required to provide advice.
And you’ll help manage on-going customer relationships, making sure the customers who are signed up for our on-going services have a great experience with us.
Key Responsibilities
- Carry out all the initial and coaching calls booked with the Personal Advice Team, these are customers who are looking for help with their finances and may benefit from personalised advice
- Identify and convert opportunities where customers would benefit from receiving personalised advice from the team, or help them access the existing services that can help them
- Support customers through digital journeys and ensure all information is captured in advance to allow advice to be prepared and presented – both at the initial advice and on-going advice stage of the client’s journey
- Manage clients and opportunities effectively using technology, using it to enhance, improve, and automate the customer experience
- Document and present your learning from using new technologies and share this effectively with the Product team to improve the technology for the future
- Identify opportunities to improve how we deliver the Personal Advice Team services. You will suggest and lead on change which either improves the customer experience or makes the business more efficient
- Support the delivery of new engagement services with customers through new financial wellbeing propositions
- Identify and execute on new opportunities to create more referrals
- Keep your existing professional financial knowledge up to date and continue to develop it to improve the service you can offer our customers, completing the agreed level of CPD each year
- Meet objectives set in line with Company aspirations
- Adhere to all Information Security policies and procedures
Skills & Experience
Skills
- Demonstrate Wealth Wizards core values (PEARH)
- Excellent communication and engagement skills, particularly over the phone, able to manage client objections and complaints effectively
- Very strong technology skills, using technology to support your client conversations, you should be able to pick up and learn how to use new technologies quickly with a genuine interest in how they work and how you maximise them
- Able to meet deadlines, multitask and manage competing priorities during the day
- Team player, you focus on the collective objective and are flexible around what you work on to help achieve this
Experience
- Experience in a customer facing role within financial services is essential, preferably able to evidence how you have engaged clients in a similar way to the Job Purpose
- Have managed client relationships end to end, via telephone, e-mail, face to face, and any other technologies available
- Experience of building new call flows or trying new ways to engage clients and convert opportunities
- Experience of working in a regulated environment, delivering high levels of customer service within a risk controlled framework
- Knowledge and background in financial advice, know how advice can benefit customers and how to articulate the value of it
- Have led on change projects, large or small, which have enhanced what you or the wider business does to deliver great service for clients and convert business opportunities
Values
- Pioneering
- Driven and passionate about helping people meet their financial objectives
- Self-motivated and enthusiastic team player
- Proactive, innovative, resilient and energetic, with a passion for delivering great service
- Expert
- Constantly seeking new learning / self-development opportunities
- Ability to represent Wealth Wizards at all times (telephone, digital or face-to-face communication)
- Accessible
- Adaptable and enjoys a challenge
- Builds strong collaborative relationships
- Flexibility to work in a fast-moving business which is developing rapidly
- Reliable
- Conscientious and tenacious
- Total trustworthiness essential
- Highly organised, methodical, meticulous and disciplined
- Takes ownership
- Hungry
- Ready to step out of our comfort zone and keep going
- Seeking new opportunities for advice
- Be flexible in your approach to the business opportunities
Job Benefits
- Flexible working
- We prioritise a sustainable work/life balance
- We have a collaborative learning culture that promotes psychological safety
- 25 days annual leave plus every bank holiday
- Company pension (up to 10% employer contribution)
- Company performance based Bonus scheme
- Paid day off to celebrate your birthday
- Additional holiday purchase (up to 5 days per year)
- Additional holidays for length of service (up to 3 days)
- Private medical insurance
- Dental and health cash plans
- Enhanced parental leave and pay
- Discounts on gym membership and health screening
- Employee assistance programme
- Life assurance of 4x basic salary
- £500 pension advice per year
- 6 paid days per year for self development
- £500 individual training budget per year
- Professional memberships funded
- Salary sacrifice car scheme
- Cycle, Home & Tech scheme
Please note: Candidates must be currently located in the UK and possess full rights to work in the UK. Unfortunately, we are unable to provide sponsorship or consider applications from individuals outside of the UK for this role.
About
Founded in 2009, Wealth Wizards are automating financial advice for the digital age. Our founding purpose is to make financial advice affordable and accessible to everyone, and this mission and ethos still drives the business forward and is at the heart of all we do.Our Software as a Service (SaaS) platform provides engaging digital experiences for consumers and powerful tools for financial advisers.Today, we are one of the UK’s leading financial advice technology providers with a growing B2B customer base including wealth management, Tier-1 banks, pension providers and large insurers in the UK.Since March 2021 we have been owned by Royal London and we now have a key role to play in advancing their digital strategies.
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