Level: 3
Department: Quilter Invest
Location: Home Worker
Contract type: Permanent
Quilter Invest is transforming the way individuals save and invest by delivering secure, intuitive, and user-focused financial solutions. As a UK-regulated investment and savings platform, we are committed to operational excellence, regulatory compliance, and exceptional client experiences.
We are seeking an experienced Customer Support and Operations Specialist to play a pivotal role in ensuring seamless operational processes and delivering exceptional client experiences.
The position is ideal for a professional with a strong background in financial services or fintech who thrives in a dynamic, fast-paced environment and is passionate about operational integrity, customer success and takes a proactive approach to process improvement.
Client Support Leadership
Promote a client-first approach fostering trust and loyalty, through clear, empathetic, and solution-oriented communication.
Serve as a senior escalation point for complex client queries, ensuring timely and accurate resolution across digital channels.
Provide expert guidance on onboarding, account management, and transactional processes, maintaining regulatory compliance and service excellence.
Service Quality and Process Management
Oversee the resolution of operational issues impacting client experience, collaborating with internal teams to deliver solutions.
Monitor workflows and identify opportunities to improve efficiency and service delivery.
Share insights on recurring client pain points to inform product and process enhancements.
Operational Support
Manage and review transaction processing, including deposits, withdrawals, transfers, and investment allocations, ensuring accuracy and adherence to FCA regulations and internal controls
Monitor operational workflows for discrepancies, proactively identifying and resolving issues to maintain service continuity.
Risk and Compliance Management
Conduct and review AML/KYC checks, ensuring robust fraud prevention and regulatory adherence.
Escalate and document suspicious activity in line with company policy and regulatory requirements.
Process Improvement and Collaboration
Partner with product and technology teams to identify operational pain points and contribute to enhancements that improve efficiency and client satisfaction.
Participate in preparing, testing and validation of new features, ensuring operational readiness and compliance alignment.
Reporting and Governance
Maintain accurate records of client interactions, operational activities, compliance and operational KPIs to support audit and regulatory obligations.
Provide insights and reporting to senior management on operational performance and client experience trends.
Solid experience working in financial services, fintech, or investment operations
Strong understanding of UK regulatory frameworks (FCA, AML/KYC).
Proven ability to manage complex client issues and operational challenges with professionalism and strategic thinking.
Experience in process improvement, with the ability to identify inefficiencies and contribute to operational enhancements.
Exceptional organisational and multitasking skills, with a proactive approach to problem-solving.
Excellent written and verbal communication skills, capable of conveying technical concepts clearly and confidently.
Highly organised, detail-oriented, and confident working with digital platforms and evolving technologies.
Competent in using Microsoft Word, Excel, and other standard office applications, with the ability to create reports and analyse data effectively
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Inclusion & Diversity
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.
Values
Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
Core Benefits
Holiday: 182 hours (26 days)
Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
Life Assurance: 4x your salary.
Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
Healthcare Cash Plan: Jersey employees only
In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.