Client Service Support
WHO I HELP
I work mainly with the AAB Wealth team but interact with other departments if the client is also a client of the larger group.
HOW I HELP
I help our team by having a fastidious approach to customer service, client portfolio administration and report preparation delivering a first-class service to all our clients.
“ALL FOR THE BENEFIT OF THE CLIENT.”
Senka Dervisevic Ferjancic is an Administrator in our Wealth team. Based in our Aberdeen office, her role involves supporting the team by dealing with client portfolio administration, requesting information from providers, collating information for paraplanners, preparing reports, investment packs and review packs.
COMMUNICATION IS KEY
“When it comes to building and maintaining relationships, communication is the key. Internally, the team support one another, share ideas and make sure everyone is managing their workload, whilst balancing it with their personal life and socialising.
From a client perspective, they expect excellent service, which relies on regular communication, dealing with queries in a timely manner, and always keeping them up to date with the process, even if it is not going smoothly. Although I do not have any direct involvement with clients, I enjoy hearing from team members how our work has impacted their lifestyles.”
GOING THE EXTRA MILE
“To ensure we are constantly evolving our processes and systems to meet clients’ needs we encourage open discussions and sharing feedback. If I spot something which could be more efficient, even if it means more involvement from a client in the short term such as requesting more information, we are willing to go the extra mile knowing the impact it could make in the long-term. I believe we should work smarter, not harder and all for the benefit of the client.”
“The AAB group offers a hybrid working policy and from an administrative perspective, I prefer the virtual route. The team are all so used to working virtually by now and most importantly we are saving our planet by printing less and not commuting to and from the office as often. Although I do value going into the office and to interact with colleagues and clients in person.
Being new to the AAB Wealth team, I’m looking forward to working with such an experienced and ambitious team, and the opportunity to use and expand my knowledge and experience further. No matter what the job, is I approach each task with an open mind, and I’m very detail oriented, flexible and hardworking.”