Customer Support Manager

The Role

• Customer Support Manager (Hybrid Work Model) for a London based retail investment broker.

You will be responsible for

• Responding to existing customer inquiries through all company-accepted communication channels (phone, e-mail, ticket-system, etc.)
• Developing and implementing policies and procedures to deal effectively with customer requirements and complaints
• Ensuring full regulatory and legal compliance during customer communication
• Improving the quality of customer service by implementing best practices
• Understanding KYC Compliance processes and procedures and confidently perform them in practice
• Taking responsibility for ensuring that customer interaction is delivered to best industry practice
standards
• Working constructively as part of a team to complete tasks to deliver a high level of customer satisfaction
• Prioritising competing tasks in a busy environment
• Communicating with team and other stakeholders in a proactive manner to ensure the completion of tasks
• Analysing and dealing with issues, seeking support as required and taking decisions

You must have

• Bachelor/Masters in Economics/Finance
• 1-3 years of experience in Customer Support in the financial/investment sector (experience in Investment Brokerage is preferable)
• Excellent written and verbal communication skills with a customer-centric mindset

Preferable but not essential

• MiFiD Knowledge
• Multiple languages (Russian is preferable but not required)

Equal Opportunities

We provide a diverse and inclusive workplace and ensure that all of our staff respect and understand individual differences. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex or sexual orientation.

Treasury Operations

The Role

• We are recruiting for a specialist in a Treasury department (Hybrid Work Model) to work in our London based retail investment broker. Dependent on experience, the position can be adjusted accordingly.

You will be responsible for

• Responsible for all Back Office duties related to payments, ensuring all payments are processed accurately and in a timely manner, complying with all procedures
• Delivering daily cash positions
• Timely settlement and confirmation of trades
• Investigate and report suspicious activity to the Head of Compliance and MLRO
• Developing best practice for treasury operations processes
• Complete day by day checking of corporate bank accounts and distribution of incoming assets
• Engaging with product development and IT teams in the improving current payment services
• Communicating with team and other stakeholders in a proactive manner to improve current procedures
• Analysing and dealing with issues, seeking support as required and taking decisions

You must have

• Bachelor/Masters in Economics/Finance
• Extensive experience in back-office treasury management, especially investment brokerage operations
• Operating experience with online banking and payment systems
• Knowledge of domestic and international payments guidelines, scheme rules and regulatory framework, working knowledge of AML procedures, and understanding of reconciliation processes and statement reporting
• Strong attention to detail

Preferable but not essential

• MiFiD and MiFIR Knowledge
• Russian is preferable but not required

Equal Opportunities

We provide a diverse and inclusive workplace and ensure that all of our staff respect and understand individual differences. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex or sexual orientation.

Head of Accounting

The Role

• Head of Accounting (Hybrid Work Model) for a London based retail investment broker. This is a significant role that collaborates with the team members and the board in offering help on a scope of everyday activities, including administration of meetings, project management, business research, clients’ communication to help ensure the smooth running of the office.

You will be responsible for

• Processing all of the operational payments: manual and automated. Ensure all payments are handled
• Processing of all intercompany and client money transfers, cash allocation and transfers between accounts
• Transfer business requirements to the Developing team in order to ultimately achieve a smooth implementation and automatization of payment processes
• Product owner for the entire payment process
• Dashboards & Reporting on payments (quantity of payments with different breakdowns, claims, average resolution time, etc)
• Develop the payments calendar
• Cash forecasting
• Daily clients and administrative payments
• Daily control of payment execution
• Communications with banks, payment systems and internal divisions of the company
• Support electronic banking systems Day-to-day activities / document flow
• Work with the clients support team to ensure resolution of payment-related problems
• Assist with payment reconciliation
• Analysis, identification, prioritization and solution of tasks related to the conduct of payment transactions
• Search for new ideas and tools, as well as optimization of payment processes, work with the development team to identify actionable areas for improvement
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of learning opportunities for accounting department employees
• Liaise with Senior Management team to make decisions for accounting operational activities and set strategic goals

You must have

• Master’s degree in Business, Finance, or related field
• 6+ years in Operations demonstrated through work experience in UK investment firms
• A meticulous approach to tasks, together with strong organisational skills and an eye for detail are also crucial, as well as an eagerness to learn
• Strong organisational skills and the ability to meet deadlines and manage multiple tasks

Preferable but not essential

• Multiple languages (Russian is preferable but not required)

Equal Opportunities

We provide a diverse and inclusive workplace and ensure that all of our staff respect and understand individual differences. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex or sexual orientation.

IT Administrator Part-time

The Role

• IT Administrator part-time for a London based retail investment broker. This is a significant role that collaborates with the team members and the board in offering help on a scope of everyday support activities, including administration of IT services, IP telephone, e-mail, remote desktops.

You will be responsible for

• Solving appeals and providing support to Company employees and divisions for Systems Administration and Network related issues
• Troubleshooting of technical cases related to Systems Administration and Networking
• Escalating to Freedom Finance Holding technical support Team any issues which can’t be resolved at current level of expertise/access
• Liaising with both external parties and internally for improving Company’s existing infrastructure and services/products
• Expanding Infrastructure and computing facilities, as per Company's plan
• Keeping relevant documentation and databases up-to-date and in proper order
• Improving technical level of colleague’s expertise by means of learning and sharing personal experience/skills
• Research, development and implementation of the technologies/solutions aimed to maintain competitiveness of the Company globally
• Escalating to Department Managers / Director any subjects that are not rectified in timely manner
• Identify new tools and technologies to better team collaboration and serving the customers

You must have

• Bachelor / Master degree in IT
• Russian, English languages (advanced level)
• Relevant experience from 1-3 years // students in relevant field might also be considered

Equal Opportunities

We provide a diverse and inclusive workplace and ensure that all of our staff respect and understand individual differences. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex or sexual orientation.

Custody Asset & Client Money (CASS) Reconciliation Team

Key Skills and attributes

• Reconciling custody asset holdings to external records kept by registrars/fund administrators
• Communicating with third parties to obtain statements and transaction information
• Identifying and escalating asset discrepancies with the relevant internal departments
• Documenting and monitoring progress of the resolution of asset discrepancies
• Calculating the value of custody asset shortfalls to segregate in the client money account
• Producing accurate management information
• Managing workloads to ensure all tasks are completed within deadlines
• Ensuring all processes are performed as set out in CASS compliant written procedures
• Being aware of, and making reference to, the CASS 6 and 7 regulations that govern many of the activities of the Client Accounting Department
• Providing support to other teams in the department when required

The Role

• We are currently recruiting for a Client Money and Asset Administrator to join our Custody Asset Reconciliations Team.
• CASS Reconciliations Team is responsible for ensuring all client money and assets held by Freedom Prime for clients are recorded accurately. We must be able, at any time, to distinguish client money and assets held for one client from client money and assets held for any other client. The various roles within client accounting all facilitate this.

Equal Opportunities

We provide a diverse and inclusive workplace and ensure that all of our staff respect and understand individual differences. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex or sexual orientation.