Adviser Support Executive

Posted on 04 May 22 by Gregor Ormond

  • Edinburgh
  • -

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Job Description

Applications screened directly by client

At Praemium, we are on a mission to create remarkable technology that removes the time-sapping activities which get in the way of advisers’ value-add client work.

We are Praemium, an ASX listed, CX Driven Fintech with 20 years of expertise. Our proprietary investment technology administers over $100billion of assets across 5 continents serving more than 500,000 investors worldwide. Our goal is to make the financial services industry more automated, intelligent, and happier by providing outstanding investment technology, at scale.

Wealth Management and IFA firms in the UK and internationally come to us for our next-generation portfolio management. They stay with us for our exceptional service and dedication to continuous improvement, which is why more than 50% of our global headcount is dedicated to our proprietary technology.

We were the first and remain the only platform in the UK to apply the awesome power of AI and machine learning to alert advisers to when their customers need them most. We believe that the shocking lack of integration in our sector needs to be addressed and so we publish our APIs to everyone as a unilateral first step in making financial services more integrated.

We want to make a genuine difference in the platform space, and if you would too, then we would love to talk to you.

Job Purpose
We pride ourselves on delivering world class service and support to all our clients from the UK to Japan and everywhere in between. As an Adviser Support Executive, you will be part of a department which is at the front line of this market-leading service.

Our Adviser Support Team delivers day-to-day support for our clients, with confidence, empathy and good helping of fun sprinkled in for good measure. You will be in regular contact with our clients and work closely with your colleagues to represent the voice of our clients inside the business.

We believe great service and support is proactive, and so you will work with the wider Praemium teams to stay up to date with developments in our products and services, as well as developing a good understanding of our clients and the wider industry. Armed with this knowledge, you will deliver training to our trusted business partners, empowering IFA’s to resolve their client queries before they even arise. For those specialist, technical queries which they rely on us to resolve, you will know our platform and products inside out, to ensure a seamless client experience at every interaction. You will analyse IFA behaviour to ensure that they get the best out of our platform as well as helping to identify new opportunities.
Using the latest technology, the aim of Adviser Support is to be the go-to team for users of the Praemium Platform. Whether this is to resolve queries, address technical issues or provide guidance on how to get the best out of Praemium, the service you offer should make them not only come back tro Praemium again and again, but to share their experience with colleagues and peers.

As part of the Global Adviser Support Team, you will develop deep and long-lasting relationships with key individuals within our clients’ businesses and provide feedback across multiple departments, ensuring our proprietary technology continually evolves to meet their needs.

Duties & Responsibilities
• Build meaningful, trusted relationships with our clients and partners and ensure that their needs are represented in the business and to identify new commercial opportunities.
• Establish and develop collaborative relationships with other members of the Adviser Support Team globally, to share best practice and build a collegial team environment.
• Build and enhance Praemium’s public profile through the positive interactions you have with our clients and partners.
• Deliver day-to-day support for our clients in all areas of the Praemium proposition from technology to tax wrappers.
• Adopt a ‘show don’t tell’ approach, providing direction, guidance and support to our clients using on screen training.
• Ensure that client feedback is captured and shared so that we can improve the products and services we offer.
• Be proactive with clients and provide quality training to maximise the users’ experience and encouraging adoption of Praemium’s product and services.
• Establish yourself as a subject matter expert (SME) in all things Praemium and as the ‘go-to’ person for the clients you deal with.
• Be the voice of the client inside the business, work in collaboration with your team and the wider business to follow up on the client’s behalf so that they don’t have to.
• Listen with empathy but be prepared to say ‘no’ when it is in the client and the business’ best interest.
• Contribute with your words and actions, to building a team and a business that we can all be proud of.
• Qualifications, Skills & Requirements
• Demonstrated ability to build strong and supportive relationships inside and outside of the business.
• Excellent written & verbal communications that demonstrate knowledge, confidence, and pragmatism.
• Demonstrated ability to influence, adapt to different points of view and be persuasive when demonstrating ideas which are in the client and business’ best interest.
• Shows patience, resilience and empathy when dealing with difficult situations.
• Excellent organization and time management skills, with a demonstrable ability to prioritise and meet deadlines in a dynamic and busy environment.
• Highly passionate, hands on and hardworking with a strong desire and proven ability to exceed client expectations.
• A motivated self-starter who is able to minimise and manage issues independently and effectively with minimum supervision.
• An understanding the financial services industry, including the advice process and the competitive and regulatory landscape.
• An understanding of investment platforms, products and tax wrappers like SIPP, ISA and GIA.
• Wants to be part of a global, growing business and a high functioning team.

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