Client Support Administrator

Overview of the role

To manage and coordinate the successful onboarding, transition, and offboarding of clients, ensuring a smooth client experience while working closely with internal stakeholders and external partners. The role combines client service, project coordination, regulatory compliance, and operational support.

Responsibilities

Client onboarding and offboarding

• Coordinate the onboarding of new clients following successful business pitches.
• Manage complex client transitions into CCLA funds.
• Support the offboarding of clients and transfer of assets to new fund managers.
• Maintain onboarding and offboarding tracking records and progress reports.
• In the absence of the Manager, attend internal meetings to gain familiarity of potential clients

Client service

• Act as a key point of contact during transitions.
• Follow up with clients via telephone, email, and meetings.
• Respond to complex client queries and escalate issues when necessary.
• Ensure a professional and efficient client experience throughout the transition process.

Compliance & risk management

• Support AML (Anti-Money Laundering) and KYC (Know Your Customer) checks.
• Gather and validate client documentation.
• Identify and escalate compliance concerns.
• Support risk assessments and regulatory requirements.
• Ensure adherence to FCA, MiFID, and FATCA requirements.

Operational coordination

• Coordinate asset transfers and in-specie transitions.
• Ensure investment restrictions are correctly implemented within operational systems.
• Work with Operations to manage market openings and transition activities.
• Complete investment management agreements accurately.

Skills, experience & knowledge

Technical skills

• Microsoft Office proficiency.
• Knowledge of AML and KYC processes.
• Understanding of FCA regulations, MiFID, and FATCA.
• Awareness of investment management processes and asset classes.
• Understanding of charity and trustee law.

Communication skills

• Strong written and verbal communication.
• Ability to communicate effectively with clients and senior stakeholders.
• Relationship-building and stakeholder engagement skills.

Organisational skills

• Excellent attention to detail.
• Ability to manage multiple projects and deadlines simultaneously.
• Strong administrative and record-keeping capabilities.
• Effective problem-solving and issue escalation.

Interpersonal skills

• Collaborative working style.
• Client-focused approach.
• Professionalism and discretion.
• Ability to build trust with internal and external stakeholders.