Job Description

Key Responsibilities

The Six Steps — Every Case, Every Time

Step 1 — Check: Check every new business pack thoroughly for completeness, correct ID, signatures, and authority to proceed. Flag any missing or incorrect items to the Team Leader immediately — never proceed with an incomplete pack.

Step 2 — Fees: Update fees on IO and verify that the correct fee structure is applied in full before any submission is made to a provider. No case to be submitted with incorrect or unverified fees.

Step 3 — Submit: Process on the Third platform (or alternative provider platform where applicable). Submit accurately and completely on Day 1.

Step 4 — Monitor: Check regularly for updates from the provider. Chase outstanding items proactively. Log all activity on IO. Flag any exceptions or delays to the Team Leader without delay.

Step 5 — Update: Update IO with progress at every stage. Update the case tracker so that Client Service colleagues can keep the adviser and client informed accurately.

Step 6 — Close: On settlement, confirm completion, carry out a full data cleanse on the client record on IO, update all client fields, and mark the case as closed. This step is mandatory on every case, on the day of settlement.

IO and Platform Responsibilities

Maintain accurate and up-to-date records on IO for every case in progress.

Ensure all client fields are complete and correct on case closure — no partial updates or deferred record keeping.

Follow all platform-specific submission requirements for Third and any other provider platforms in scope.

Report any platform errors, unusual provider responses, or system issues to the Team Leader immediately.

Compliance and Data Standards

Be aware of best execution obligations on transfer cases and flag any risk of timeline breach to the Team Leader.

Never submit a case to a provider without confirming that fees have been correctly applied on IO.

Follow all documented process steps — no shortcuts or workarounds without Team Leader approval.

Maintain confidentiality of all client data in line with Titan's data protection obligations.

Quality and Accuracy

Check every new business pack thoroughly before progressing — never assume completeness.

Double-check fee applications before submission on every case.

Complete the Step 6 data cleanse in full on every case — this is not optional.

Raise any uncertainty about a case, a document, or a submission requirement with the Team Leader before proceeding — it is always better to ask.

Critical Knowledge

A basic understanding of financial services and why accuracy and compliance matter in a regulated environment.
Awareness of client data confidentiality and the importance of handling personal information correctly.
Comfortable working with computer-based systems and following clearly documented processes.
An understanding that process consistency is not optional — and the confidence to ask questions rather than guess.

Critical Skills

Strong attention to detail — able to check documents carefully and spot errors or omissions.
Organised and methodical — able to manage several cases at different stages without losing track.
Consistent and reliable — able to follow the same process to the same standard every day.
Clear written communication — able to update records and the case tracker accurately and concisely.
Comfortable learning new systems and adapting to new processes with appropriate support.
A positive, can-do attitude and genuine ownership of the quality of their own work.

Experience Required

Approximately one year's experience working in a financial services environment — for example a bank, building society, insurance provider, investment platform, mortgage administrator, or similar.
Experience handling documents, data, or customer records accurately within a regulated or process-driven environment.
Comfortable working with computer-based administration systems in a professional setting.
No specific wealth management or investment platform experience required — full training on Titan's systems and processes will be provided from day one.

Qualifications (Essential and Desirable)

Essential
• Good general education to GCSE level or equivalent, including strong literacy and numeracy.
• No specific financial services qualifications required — the right attitude and work ethic matter more than prior credentials at this stage of a career.

Desirable

• Any financial services administration experience (bank, provider, insurance, mortgage) is an advantage.
• A-levels, BTEC, or equivalent further education.
• Any financial services qualifications (e.g. CF1, R01) are a bonus but not expected at this level.
  

Key Interfaces (Internal and External)

Business Processing Team Leader — direct line manager; day-to-day support, quality oversight, and escalation point
Client Service colleagues across the Wealth Advice Division — receive packaged cases on day of acceptance; provide tracker updates
Provider platforms (Third and others) — new business submissions, progress monitoring, chasing outstanding items

Other Information

Full-time, permanent role
Hybrid working with flexibility based on delivery needs
National travel as required