Financial Coach

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the primary point of contact for customers throughout their advisory journey.

• Engage with customers, addressing their inquiries, fostering trust, and gathering essential information to assist in achieving their financial objectives.

• Represent Moneybox and ensure customers feel at ease with financial services.

• Expand the advice service and be the first point of contact for customers receiving advice.

• Cultivate and sustain relationships throughout the ongoing advisory experience.

• Manage customer inquiries, information updates, and changes in circumstances.

• Understand customer needs, providing support for favorable customer outcomes.

• Recognize customers requiring advice and articulate the benefits of such guidance.

• Offer implementation assistance and personal accountability to encourage customers to act on suggested plans.

• Supply updates and interventions prompted by the advice engine and CRM technology.

• Clarify options, recommendations, and subsequent steps to customers.

• Detect new advisory needs and escalate cases to a Financial Adviser.

• Utilize technology to enhance customer relationships and adopt new processes.

• Test new technologies and processes, assess effectiveness, and share insights with the broader team.

• Maintain professional expertise, fulfill CPD requirements, and meet qualification standards.

• Adhere to company policies and procedures to safeguard customers and ensure positive outcomes.

• Provide financial coaching services without advice when necessary.

• Engage in QA huddles, learning sessions, escalations, and teamwork during standard UK business hours.

⛳️ Requirements

• RO4 is essential, along with either RO1 or a level 3 certificate in Financial Services (or equivalent), to be obtained within 6 months of joining if not already possessed.

• Exceptional communication and engagement skills, particularly over phone and video calls; capable of managing customer objections and complaints effectively.

• Proficient in building robust and collaborative relationships with customers and colleagues.

• Comfortable with technology and quick to learn new processes.

• Highly organized, able to meet deadlines, prioritize multiple tasks, and manage competing priorities.

• Experience in a customer-facing role within the financial services sector.

• Motivated and passionate about assisting individuals in achieving their financial aspirations.

• Understanding of Consumer Duty and a natural inclination for positive customer outcomes.

• Experience in a regulated environment, delivering exceptional customer service within a risk-controlled framework.

• Solid understanding of UK pensions, ISAs, and investment products, including their benefits, risks, and tax implications.

• Regulated Diploma in Financial Planning or an equivalent level 4 qualification (preferred).

• Background and knowledge in financial advice (preferred).

• Experience in leading customer-focused change initiatives (preferred).

• Strong familiarity with Moneybox (preferred).

• Interest in machine learning and AI applications related to customer experience (preferred).

• Must reside in the UK.

• Visa sponsorship is unavailable; applications from overseas cannot be considered.

• Must complete the agreed annual CPD and meet minimum qualification standards.

• Subject to satisfactory pre-employment checks, including criminal record and adverse credit history evaluations.

🏝️ Benefits

• Company pension scheme.

• Company bonus scheme.

• Home office furniture allowance.

• Personal Annual Learning and Development budget.

• Private Medical Insurance.

• Health Cash Plan – cashback on routine healthcare such as dental and optician services.

• Cycle to work scheme – spread the cost of a new bike and accessories.

• CycleSaver – save on bike-share subscriptions for a more sustainable commute.

• Wellhub subscription providing access to various gyms and wellbeing applications.

• Enhanced parental pay and leave.

• 25 days of holiday plus bank holidays, with additional days accrued based on length of service.

• Hybrid work policy including 2 days from the London office and 3 from home (general company policy).

• Opportunity to be part of a rapidly growing, award-winning, and ambitious company.

• Friendly, collaborative, and inclusive company culture.