POSITION DESCRIPTION
Position Title
:
Client Adviser Level 1
Business Unit
:
Personal Client Services
Reports to (Position) :
Manager (Region)
Physical Location
:
Napier
Date Updated
:
June 2011
JOB PURPOSE
This role requires someone with strong and accurate administrative skills, some understanding of Trustee services, and good client relationship skills.
The person in this role
 may be accountable for managing a portfolio of client relationships which may include a mixture of Trust, and Estate clients for a specific
branch/region but such files will be limited to those covered by the trustee exemption under the Financial Advisers Act (FAA).
 may require experience in client relationship management
 has a strong focus on the administrative activities required to support estate management, the establishment and ongoing trustee responsibilities for
trusts, and general asset management, including financial assets and physical assets such as property.
 will be required to assist other members of the team in the administration of their client portfolios.
The purpose of this position is to:where appropriate
 deliver exceptional client service, achieving established client satisfaction benchmarks;
 achieve annual client portfolio revenue objectives;
 provide high quality Estate Planning advice, administration and decision making of a non investment nature.;
 meet established compliance and risk management benchmarks across the portfolio of clients;
 identify and act on opportunities to generate additional business/revenue from the existing client portfolio.
 meet required technical training and development objectives;
 assist Client Managers and Level 2 Client Advisers with their HNW portfolio of clients (where appropriate).
The role will involve regular client contact/communication and must fully understand the company vision, mission and values.
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KEY RESULT AREAS (KRAs)
This table will be used as the basis for setting annual performance objectives.
Key Result
Areas
Client Relationship
Management
Portfolio Profitability,
Retention & Growth
Actions
Measurement
(KPIs)
 Ensure that all clients fully understand the services, including
service standards and fees.
 Attend meetings and address clients’ needs particularly focussing
on Estate Planning. The role does not include giving financial
advice and discussions of this nature must be avoided.
 Achieve client retention objectives by understanding opportunities
and threats, including possible revenue leakage.
 Identify client concerns and assist in corrective action. Identify
revenue opportunities and implement cost saving initiatives where
appropriate.
 Review client profitability and where questionable take remedial
action to restore client profitability – including recommendations to
retire (where appropriate).
 Develop a structure to review client connections and strategies to
capture a greater ‘share of client’s wallet’ or broader exposure
where there is wider connection.
 Develop specific client plans to increase services and revenues.
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 Develop and implement activities to deliver financial targets for the
portfolio of clients.
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- Deliver revenue objectives.
- Deliver expense control objectives.
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 Set business targets in conjunction with the Manager and in
accordance with the regional/branch Business Plan and report
against targets.
 Develop and implement CRM Plan for the portfolio with the Manager.
 Focus on building strong relationships, identifying opportunities and
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Client agreement documented.
Communicate pro-actively with clients within a
defined communication framework.
Return client calls within 2 hours where possible.
Respond to all customer written communication
promptly
(minimum
requirement
is
acknowledgement within 48 hours).
All client complaints managed within the formal
complaints framework.
Meet client satisfaction benchmarks – determined
annually.
Effective CRM Plans developed and implemented,
and are in line with company standards.
Client retention statistics as per plan.
Average profitability per client statistics.
Prime and Quality will reviews completed.
Service standards achieved.
CRM Plans developed, documented and
implemented according to company standards
and expectations.
Monthly Reporting to Manager completed on
deadline.
File reviews demonstrate the company standard
approach to trust and estate administration.
Portfolio profitability statistics.
Revenue growth targets delivered.
Increase % of distributions from I/D estates
% of
Total
Job
(15%)
(15%)
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Administration
where target business, plan for converting these opportunities to new
business.
Maintain a view of the profitability of the client portfolio - including
understanding revenue trends and possible revenue leakage.
Work with the Manager to review client connections and strategies to
capture a greater ‘share of client’s wallet’ or broader exposure where
there is wider connection.
Recommend corrective action to Manager where an unexpected
negative revenue or expense trend has developed.
Review client profitability and where questionable take remedial
action to restore client profitability – including recommendations to
retire (where appropriate).
Ensure that time recording is completed and reflects the actual work
done.
 Estate planning and beneficiary interactions managed efficiently and
effectively.
 Interactions with Estate Administration unit, Trust & Estate Centre
(TEC), approached positively and information shared where
appropriate from direct contacts with beneficiaries.
 Ensure that all data entry to TACT, P&R, enVisual or other CRM
systems is accurate.
 Ensure that correct codes and narrations are used to accurately
identify transactions.
 Deliver administration services for Client Manager and Client Adviser
Level 2 portfolio (where agreed with Manager).
 Correct use of Guardian Trust systems to achieve administration
tasks.
 All decision making is in line with established documentation and in
accordance with Guardian Trust policy.
 100% accuracy in the preparation and delivery of documentation to
clients.
 Annual accounts are completed accurately and delivered as agreed
with clients.
 Ensure that all chargeable time is accurately recorded and that fees
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
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maintained in trusts or resulting in financial plans
written and implemented.
Meet % chargeable time benchmarks.
Compliance with the company policies regarding
file administration.
100% accuracy in the preparation and delivery of
documentation to clients.
Quality of data entry contributing to accounts
completion.
Annual accounts re-work measured and reported
by Regional Accountants.
Database maintenance and accuracy of
information.
Effective utilisation of Guardian Trust software
and computer systems.
50%
are assessed and charged to the client account on a regular basis.
 Ensure that client records and file maintenance is completed
accurately and efficiently.
 Assist with programs to connect with will base and beneficiaries to lift
the ratio of wills written/estates administered.
 Participate in defined training initiatives as determined by an annual
training and development plan.
Reporting, Compliance
& Risk Management
 Take overall responsibility for the compliance aspects of the files in
the portfolio.
 Full adherence with Guardian Trust compliance policies and
procedures.
 Delegated Authorities are adhered to.
 ‘Top Sheet’ completed for all new files, and a plan to achieve 100%
across all files within portfolio to be implemented.
 Record all decisions and client advice in the appropriate format –
including decisions sheets to ensure correctness and compliance
with delegation, document execution forms and file notes.
 Record and gain client’s sign off on any changes to existing service
arrangements – particularly around fees for services.
 Review client files on a regular basis – report exceptions to Manager.
 Monitor overdrafts, rental, interest, prudent person and accounts
arrears and others as required-proactively report exceptions.
 Attend a defined/agreed number of client meetings with Manager.
 Complete all administration and reporting tasks as directed by senior
management.
 Prudent Person reviews are completed as agreed
 Provide current disclosure Statement to all clients as appropriate.
 Maintain ongoing education requirements.
 Understand FAA legislation and the effect this has on personal role
and the company’s role.
 Keep up to date with legislative changes.
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 Reporting – complete portfolio reporting requirements accurately and
on time.
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Administrative and reporting tasks completed
accurately within agreed timeframes.
Will drafting, estate planning and administration,
establishment of trusts, assets and property
management comply with legislation and
Guardian Trust standards.
Compliance benchmarks achieved - key
compliance requirements completed as directed.
Prudent person investment reviews completed
Target % of clients transferred to diversified
portfolios achieved.
All audit issues are resolved and completed within
agreed timeframes.
File reviews completed by Manager.
20%
Monthly financial performance analysis.
Compliance and Risk Monitoring (incorporating what was
Litigation Report).
Key client contact and feedback.
 Ensure that all files are compliant with legislative and internal
company requirements including:
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prudent person reviews completed on time and in required
format.
Complete property inspections where appropriate.
Ensure insurance cover is current and adequate where
required for assets under management.
Education
Essential
NCEA Level 3 English and Maths
Preferred
Tertiary qualification – Business Administration, Accountancy, Financial Planning, Estate Planning
Professional Experience
Essential
Demonstrable experience in managing a
portfolio of clients.
Estate/Financial Planning experience in a
similar environment.
Years
3+
Preferred
Trustee Industry experience
2+
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Years
2+
Contacts
Internal Contacts
External Contacts
Manager (Region)
Prospective Clients
Client Managers & Mentors
Existing Key Clients
All other staff within the branch
Beneficiaries (where required)
Operations staff (for specific operational functions)
External referral sources (selective)
Tax and Accounting
External contacts for Accounting Services
Legal Services
Central Services
Trust & Estate Centre
Centralised Accounts Team
How closely is this position supervised?
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Regular contact with Client Managers
Formal reporting structure to the Manager of the region.
Joint client meetings to be completed with Client Manager/Manager.
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Competencies and Attributes
Competencies
Attributes
Integrity
Maintaining and promoting social, ethical and organisational norms in conducting internal and external business activities
Creativity and Innovation
Generating creative solutions to work situations; trying different and novel ways to deal with organisational problems and opportunities
Accountability
Takes ownership of responsibilities and consequences. Follows through with all tasks and responsibilities.
Customer Focus
Stays accessible to clients and gets to know and understands them by living the Guardian Trust principles. Makes every effort to
always exceed their service expectations.
Business Awareness
Takes a strategic perspective in their work, focuses on the long-term view, and entertains a range of possibilities in developing and
implementing the vision for the future of the organisation.
Technical Knowledge
Strong understanding of the technical and administration skills required to have to undertake the trustee role.
Planning and organising
Establishing a course of action for self and/or others to accomplish a specific goal; planning proper assignments of personnel and
appropriate allocation of resources.
Adaptability
Maintaining effectiveness in varying environments and with different tasks, responsibilities, and people.
Leadership and
Management
Using appropriate interpersonal styles and methods to guide participants toward a meeting’s objectives; modifying behaviour
according to tasks and individuals present. Providing team direction and team objectives.
Coaching
Facilitating the development of others’ knowledge and skills; providing timely feedback and guidance to help them reach goals.
Persuasion / Negotiation
Using appropriate interpersonal styles and communication methods to gain acceptance of an idea, plan, activity or product from
prospects and clientele.
Networking
Capitalises on contacts, gaining new opportunities. Recognising potential and developing it into new business. Actively works to
increase networks database.
Decisive
Making decisions confidently and independently. Basing decisions on facts, figures and reliable information.
Analytical
Ability to analyse processes and practices to identify deficiencies, efficiencies and increase transparency. Securing relevant
information and identifying key issues and relationships from a base of information. Relating and comparing data from different
sources; identifying cause-effect relationships.
Communication
Expressing ideas effectively in individual and group situations, adjusting language or terminology to the characteristics and needs of
the audience.
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Any Further Information that is relevant to the position
The position holder may engage the support of a Mentor within the regional structure, depending on the level of experience.
Behaviours
Client Focused
We focus our efforts on discovering, anticipating and meeting our clients’ needs and “doing the right thing by our client”, both internal and external. This
involves understanding our clients and taking actions to make things better for them.
Building relationships
We build and deepen relationships with all our stakeholders based on integrity and respect as the foundation of a profitable and sustainable business.
Commercial Acumen
We work with our clients to develop and improve our services; we effectively price the risk and costs inherent in the products and services we provide; and we
constantly seek to reduce the cost and increase the efficiency of our processes to improve the profitability of our business
Professional Excellence
We do our work to the highest standard of excellence, continually looking for ways of doing things better, being innovative to improve what we deliver. We act
without fear or favour and we are prudent and independent in the service we offer our clients.
Team Leadership
Leaders are able to “paint a picture” of the vision for the company and engage their teams in their role to achieve this vision. Leaders treat people with respect
and create a climate where people can do their best work.
Working Together
We work together constructively to deliver a better outcome for our business and recognise and celebrate our success. We are aware of our impact upon one
another and are willing to learn from and encourage each other to be our best.
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Verification
This section verifies that the position holder and supervisor have read the above position description and are satisfied that it accurately describes the position.
POSITION HOLDER:
NAME……………………………….
SIGNATURE………………………..
MANAGER
DATE…./…./
NAME………………………………
SIGNATURE……………………….
DATE…./…./
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