Lauren Fenty
WHO I HELP
I assist in helping a diverse range of clients, from individuals to couples, trusts, business owners and those in retirement.
HOW I HELP
I support our financial planners in delivering and administrating a range of financial planning services to help clients make wise financial choices to live a fulfilling life from now into retirement.
“DELIVERING A MORE EFFICIENT CLIENT SERVICE.”
Lauren Fenty is part of our Client Service Support team based in Aberdeen. Lauren provides support to our Financial Planners and Financial Planning Associates to ensure clients are provided with an efficient and professional financial planning service, from initial onboarding, all the way through to full client engagement and beyond. Her role involves preparing annual progress meeting packs for the financial planners to review ahead of client meetings, updating client cash flow models, processing client contributions and withdrawals from their investments, gathering client information to set up new clients on the systems, and attending meetings with financial planners to take notes.
AN IDEAL RELATIONSHIP
“For me, an ideal client relationship is where clients have confidence in our ability to provide them with an exceptional service that meets their individual needs, and one where we understand clients’ end goals. Additionally, getting to know clients on a personal level is rewarding and helps maintain an effective business-client relationship, creating that trust, and allowing them to feel you are approachable and willing to help them.”
ADAPTIVE APPROACH
“I believe our clients expect an efficient, personalised service, tailored to each client to help them achieve their goals. Clients also expect effective timely communication at all levels and to know that they can contact us with any financial query they may have.
Ensuring we meet clients’ differing needs in a field where processes are constantly adapting can be challenging. We have standardised approaches to manage these changes and ensure clients’ individualised needs are met and they feel they are getting a service that is personal to them. I support our adaptive approach by ensuring the information I gather and provide to the financial planners for client meetings is accurate and up to date.
In my work, I am determined to look for new ways to deliver a more efficient client service; I feel, within AAB, there is an encouragement culture, at all levels, allowing me to feel confident in bringing new ideas to create a positive client experience.”
HELPING YOU ACHIEVE YOUR GOALS
“Getting to see clients progress towards reaching their financial goals is very rewarding, knowing you are playing a key part in helping them. It is also enriching to know we are assisting clients in achieving financial security for their futures, in many instances, giving them the confidence to know they can retire earlier than they anticipated. Meeting with clients in person is also very fulfilling, meeting the faces behind the numbers, and hearing their life stories and the goals they have managed to reach with help from the advice provided by the team.”
COLLABORATION IS OUR SUPERPOWER
“Since joining AAB Wealth, I have felt the positive, fun atmosphere; there is a real level of enthusiasm to always strive for the best, both personally and professionally. This is evident through the support I have received. The team is very supportive, and there is a strong team culture based on a willingness to help others and exchange knowledge. Being surrounded by a range of people, who have different approaches and experiences is very motivating.
Within my work, I always strive to approach tasks enthusiastically, with a positive attitude. I believe this not only assists in me providing a high-quality client service but is also important in me being open to new training and learning opportunities to continue progressing in my career.”
EXCITING GROWTH
“Being relatively new to the AAB group, I am excited to see what the future holds. The AAB Wealth team has recently been on an exciting growth trajectory. Not only will it provide opportunities for the business, but for me personally, as exposure to a wider clientele will allow me to expand my knowledge. Knowing we will be helping even more clients in the future is also highly motivating. Additionally, it brings with it new training opportunities. As the business continues to expand, I will be able to develop my career within financial services, and I know I will be fully supported by the team in achieving my goals.”
Lynn Dempster
WHO I HELP
I help our clients and the rest of our team.
HOW I HELP
I help clients with non-advice-related questions about their investment portfolio or protection cover.
“ACTING IN YOUR BEST INTEREST.”
Lynn Dempster is an Operations Manager. Lynn’s role involves looking after the general day-to-day running of the Bishopbriggs office in Glasgow by managing relationships with suppliers and outsourcing partners. She ultimately supports the Financial Planners in delivering the best possible service to our clients.
BETTER TOGETHER
“Trust is the key to creating a lasting relationship with clients. A client should have complete trust in us that we are acting with their best interests at the centre of what we do. I seek to ensure clients feel comfortable enough to raise any issues they have with confidence that their concerns will be listened to, and that we will do our absolute best to solve them.
Equally, our team members trust one another to do their part in delivering to clients. Working together with people you care about and who care about you is a rare thing and we are very lucky to have that. There truly is nothing better than sharing and celebrating our successes together.”
SUPPORT WHEN YOU MOST NEED IT
“The most satisfying aspect of my role is being able to help clients at a time in their lives when they need us most, and beyond. The support we give is long-lasting, and we aim to be a sounding board for clients throughout many different stages in their lives.
An example that stands out in my mind, a family who have been longstanding clients, approached me asking for help on how to navigate the process of making a claim under a critical illness policy. Finding out their claim had been approved was quite an emotional moment to experience with them. We never wish to see any of our clients unwell, but this does happen, and understanding the difference that the payment out to them made to their lives at a very low point reminded me of the value of what we do. Witnessing first-hand the benefits good advice can bring to a client, makes our job worthwhile, whether that be for pensions, investment or protection cover advice.”
ASSERTIVE AND ADAPTABLE
“Being assertive is a core communication skill which I believe helps you to express yourself effectively and stand up for your point of view whilst still respecting others’ rights and beliefs. I feel comfortable to challenge how and why things are being done one way if it appears there is a more effective way to do it.
Technology automates processes and improves efficiency. It also facilitates our ability to provide clients with a tailored approach, allowing them to meet with us in a way that works best for them. However, meeting with clients in person is invaluable, especially in the early stages of getting to know them.”
LOOKING TO THE FUTURE
“I have worked in the financial services industry for many years, initially with a large life assurance company, managing the field sales support team in Glasgow. Moving from there to the other side of the country joining a start-up team for a new life assurance company in Edinburgh. Whilst I enjoyed both of those jobs enormously, moving over to the customer-facing side of our industry in 2011, helping our clients plan for, and enjoy, their financial future is very rewarding.
I’m excited for the new challenges, and opportunities that being part of the AAB Wealth team will bring.”
Marie Brownlie
WHO I HELP
I help provide financial advice to various people, ranging from individuals and families to business owners and retirees, all looking to arrange their finances in the most tax-efficient way.
HOW I HELP
Whether it be supporting young families to invest in their children’s future, individuals looking to achieve a lifestyle that fits their goals and business owners who want to protect their future. I help clients by being there to listen and understand what they need to advise on their best next steps.
“I SEE OUR CLIENTS AS MEMBERS OF OUR FAMILY.”
Marie Brownlie is part of our Client Service Support team based in Glasgow. Marie supports the Financial Planners and Financial Planning Associates through each stage of the client journey, from arranging meetings to recording information to provide recommendations based on their objectives.
Marie’s role involves arranging annual review packs and inviting existing clients to meetings to keep them informed and involved. She takes ownership of clients’ requirements where possible or finds the best person for the task.
PART OF THE FAMILY
“Communication, information and organisation are some key aspects to creating an ideal relationship with a client. Keeping our shared systems up to date goes hand in hand with this to ensure our clients know what is happening at any given time throughout their journey.
I am often the first face a client sees and therefore do my very best to make them feel welcome and at ease from the get-go. At the Glasgow office, we are a family and as such I see our existing clients as members of that family and in times of need, we aim to be there to help where we can.”
MEETING CLIENT EXPECTATIONS
“Clients expect me to know them by listening and understanding their needs at each stage of their journey. I am honest with my clients in regard to what we can do for them and what they need to do to achieve their goals.
The most satisfying aspect of working with clients is witnessing the change we can make to their lives, whether that is affirming that they will continue to be financially secure or helping them through challenging life events such as divorce or bereavement.”
BETTER TOGETHER
“I have had a long career in this industry working on both sides of the street, starting my career in a small broker dealing with car insurance, moving to a customer support role dealing with life, investment and pensions, and then working with back-office teams managing a large team. Many of the individuals I first worked with 30+ years ago, I still work with today.
When it comes to working as a team, I believe we are better together. We learn from each other and support one another for everyone’s benefit to ensure we feel involved and valued in what we do each day not only for ourselves but our clients without whom AAB Wealth would not exist.
I am passionate about working somewhere where I am happy and able to make a difference in individuals’ lives. I look forward to doing this in a larger team of experienced and like-minded individuals focused on the needs of our clients.”
STEPPING INTO YOUR SHOES
“AAB Group is on an exciting growth journey and with that brings exciting change. I take pride in my adaptable way of working. I often ask myself ‘Would I be happy with that if I were a client’ and if the answer to that is anything close to no, then I make a particular effort to find a better solution. However, I understand that life is not always my idea of perfect and I understand that not all changes can be made easily. We are continually striving to provide our clients with a service that allows them to sleep well at night knowing their financial future is in great hands.”
Jacalyn Craig
WHO I HELP
I work primarily with the AAB Wealth team, but also collaborate and share information across the group when our client is also a client of the wider firm for example, if they need tax advice.
HOW I HELP
I work primarily with the AAB Wealth team, but also collaborate and share information across the group when our client is also a client of the wider firm for example, if they need tax advice.
“There’s no such thing as a stupid question.”
Jacalyn Craig provides business support to the Wealth team. Based in Aberdeen, her role involves the creation of branded templates and presentations for clients of AAB Wealth. Although she doesn’t directly work with clients, she supports the team to ensure clients understand the information shared with them.
An ideal relationship
“An ideal client relationship involves creating a sense of comfort so that our clients don’t think twice about getting in touch with us when they are uncertain about anything. There’s no such thing as a stupid question and we aim to provide peace of mind that their financial future is in good hands.
An ideal work relationship involves trust. We trust one another to do our part in delivering high-quality service. Our Financial Planners send me the content they want to include in presentations, and put their trust in me to create something more visual from it.”
a supportive team
“A highlight of working with the team is how supportive and understanding everyone is. Whenever we come together, it’s like we have all known each other for years, irrespective of how long you’ve worked at AAB Wealth. Everyone is enthusiastic and willing to help one another grow and develop. We have a culture of sharing, whether that be work-related or on a more personal level. It is honestly a great environment to work in.”
TECH-ENABLED
“We have always been a somewhat paperless team. Even more so in recent years, as we had to think differently about how we could work during the pandemic. Now, the hybrid working scheme allows me to work from home when I need and as often as I need. I can do everything required of me from home, but it is still a delight to know that there is space for me to come into the office and catch up with the team.”
COLLABORATION IS OUR SUPERPOWER
“I’ve always believed that working together and sharing ideas is the best way to get the most out of people. Quite often I get called to answer questions or work with team members across the group. Being approached by team members that I’ve not previously worked with and told that they’ve heard I am the person to go to for an amazing presentation, is the greatest compliment I could receive.
Sharing what I have learnt over the years, ultimately helps others to grow in those areas, just as others expertise can provide me with valuable insights and knowledge that I can apply to the work I do.”
RELIABLE, DEPENDABLE AND ADAPTABLE
“I’d describe myself as reliable – I can get the job done to a high standard. Dependable – I meet expectations and deliver to the team on time. Adaptable – I enjoy looking outside the box and exploring new ways to do things that can improve processes or leave a lasting impression on clients.
The service we provide clients could also be described using the same three characteristics. We are dedicated to providing financial advice that clients can trust and making sure we are reachable when they have any queries. The advice we provide is tailored to each individual and their unique circumstances and financial goals, knowing these are likely to change throughout the lifecycle of their financial plan and meeting for regular reviews to ensure they are on track to reaching their goals.”
Joshua Metcalf
Who I help
I help a wide variety of people including Retirees, Individuals, Families, Business Owners & High Net Worth Individuals.
How I help
I support our Financial Planners and Financial Planning associates to help deliver personalised guidance that goes beyond mere numbers and charts. We specialise in providing tailored advice, supported with meticulous analysis and cash flow modelling, to help our clients unlock the full potential of their financial journey.
“HELPING YOU NAVIGATE THE INTRICACIES OF YOUR FINANCIAL PATH.”
Joshua Metcalf is part of the Client Service Support team. Based in Leeds, he provides crucial assistance to Financial Planners and the wider team by managing and processing new and existing client work, ensuring clients consistently receive top-quality service, preparing client documentation for meetings, and maintaining client records. He also plays a part in recording business transactions and liaising with product and investment providers.
THE CORNERSTONE OF SUCCESS
An ideal client relationship is built on trust, open and honest communication. Trust is the cornerstone upon which we set out realistic financial goals and help our clients achieve them. Our aim is for clients to feel not only welcomed but genuinely valued from the moment they set foot into our office. Our dedication to providing high-quality work with particular attention to detail, alongside prompt, knowledgeable responses, helps build our clients’ confidence in us, that we always have their best interests at heart.
A COLLABORATIVE APPROACH
The most satisfying aspect of working with clients is having the opportunity to establish genuine connections. It’s incredibly fulfilling to engage in client meetings with Financial Planners and gain an insight into each individual’s distinct needs, to build a rapport and work with them to help them tackle any challenges they may face.
When it comes to working with colleagues, their collaborative nature and being part of a cohesive team that communicates openly and works together seamlessly is essential for providing our clients with the best possible service. The camaraderie within the team, which is fostered by the many social events, contributes significantly to a positive work environment, making each day enjoyable and productive.
EXCEEDING EXPECTATIONS
Clients are our passion. Embracing a client-centric philosophy in my work involves a profound commitment to understanding and prioritizing the needs, goals, and well-being of my clients. We focus not only on ensuring that clients are satisfied, but that their expectations are exceeded. To achieve this, I aim to deliver empathetic and detail-oriented support, encourage proactive communication, problem-solve, and promote lasting relationships.
ADAPTING TO CHANGE
We have a strong focus on innovation and challenging the status quo. To foster an environment where thinking creatively and exploring unconventional methods to meet client needs is not just welcomed but celebrated. The emphasis on agility and adaptability within the group is also something I value. In a rapidly changing business environment, being agile and quick to respond to shifting market conditions, client needs, and industry trends is essential.
Technology is ever changing and with the advent of hybrid working, it’s more important than ever that we make sure to continue to prioritise meeting with clients face to face. So far, I have found meeting with clients to be the most satisfying part of the job as I get to hear the clients’ desires and needs first hand, which helps me have a better understanding when I’m working with them down the line in the process.
A WEALTH OF KNOWLEDGE AND EXPERTISE
I am enthusiastic about the group’s potential for growth and continued success. I’m excited to contribute to the company’s ongoing development by leveraging my skills and dedication to provide exceptional service to our clients. I also look forward to progressing in my career, expanding my knowledge with the ultimate goal of becoming a Financial Planner. The AAB Group’s commitment to innovation and its unwavering dedication to delivering top-tier service will provide me with the ideal platform to achieve my aspirations.
Kieran Yeats
Who I help
I help a range of clients, including individuals or couples looking ahead towards retirement or people already at that stage in life, looking to ensure they can fulfil their lifestyle during their golden years.
How I help
I help our clients firstly by listening to them and then by building a plan to meet their wants and needs. We provide a systematic, evidence-based approach to investment planning. We get to understand the clients and what they want to achieve with their money and then use various systems and cashflow platforms to help determine the next steps for them.
“HELPING TO TURN our CLIENTS’ PLANS INTO A REALITY.”
Kieran Yeats is part of the Client Service Support team. Based in Aberdeen, he helps provide support to the Financial Planners and Financial Planning Associates, in order to assist with the clients’ objectives. Kieran regularly attends client meetings to gain an insight into what our clients are looking for, and following these meetings, he acts as a point of contact if they need any information or clarification.
BUILDING TRUSTING RELATIONSHIPS
“An ideal client relationship involves collaboration, clear and honest communication and trust. We are dedicated to making sure clients feel they’ve put their trust in the right place. Building a strong relationship allows us to progress efficiently and collectively to help turn our clients’ plans turn into a reality.
Clients expect to work with someone who is willing to listen and put their best interests first. They put a significant amount of trust in us to help them with their current situation, so I aim to ensure clients feel comfortable when discussing their financial situation.”
MAKING AN IMPACT
“I would like to think that I can bring positive outcomes to both clients and colleagues. I find it extremely rewarding knowing that I am providing support to the Financial Planners by implementing their advice for our clients. As such, giving me the opportunity to support the Wealth team and our clients at the same time.”
GOING THE EXTRA MILE
“The AAB group has a good reputation for its approach to client service, something that I feel I can emulate in my role. I look to go the extra mile to fulfil clients’ needs and if they have an enquiry that goes beyond my role, I will guide them to the right area in the group to ensure that their demands are met.”
A PERSONAL SERVICE THAT SUITS YOU
“Flexibility is another important part of a client relationship, and it is essential we are able to adapt to meet the specific needs of our clients. If clients would prefer to meet online rather than in person, we can accommodate this. Our online portal also allows clients to look at their portfolio at any time, which provides them with peace of mind especially in times of market volatility. We use various online systems or platforms to add more in-depth and personal detail to our client’s journey.”
ASSURING FACTS FROM FICTION
“From my first few meetings with clients so far, I have noticed that clients can sometimes have the wrong expectation of what our advice might be. This is a great opportunity to provide a greater understanding of their current financial situation and inform clients that, with sound advice from our team their goals are in fact achievable.”
A WEALTH OF KNOWLEDGE AND EXPERTISE
“I am excited to be a part of a growing organisation that invests in and aids my progression alongside the business. As a new team member of the firm, I have already witnessed the collective support across the team which fills me with confidence about my own future.
With a lot of experience already present in the wealth team, there is a great foundation for me to start learning from and building a career of my own. I believe my work ethic and desire to learn is one of my greatest strengths to the wider group. At this stage of my career, I am eager to learn as much as possible about the company’s processes and services that are provided to our clients. I’m also open to new challenges and excited to play my part in a growing team.”
COLLABORATIVE AND INCLUSIVE CULTURE
“At AAB we have an ethos of positivity, enthusiasm and fun. Enjoying your place of work is extremely valuable as it can boost your performance and productivity. This balance of working hard combined with a fun and inclusive culture helps me to remain enthusiastic and motivated towards helping our clients and the business succeed as well as achieving my own personal goals.”
Alfie Fraser
WHO I HELP
I assist a diverse range of clients, including private individuals, couples, business owners, investment clients, and retirees. Each client brings unique financial expectations and goals, which allows me to gain exposure to a broad spectrum of financial planning scenarios.
HOW I HELP
I provide comprehensive support to clients throughout their journey. This involves assisting both Financial Planning Associates and Financial Planners by ensuring they have the necessary information to carry out their responsibilities effectively. My responsibilities encompass various tasks, from gathering client information to liaising with product providers and preparing documentation for contributions or transfers.
“PROVIDING PERSONALISED SUPPORT AT EVERY STAGE OF YOUR JOURNEY.”
Alfie Fraser is part of the Client Service Support team. Based in Aberdeen, his role is instrumental in ensuring that clients receive a seamless and exceptional service. Alfie works closely with Financial Planners and Financial Planning Associates to gather, organise, and maintain crucial client information. This meticulous attention to detail ensures that when clients engage with our team, they benefit from a well-informed and tailored approach.
Additionally, he assists in preparing documentation and facilitating the administrative processes necessary to execute financial plans effectively. By ensuring that all the necessary groundwork is in place, Alfie contributes to the overall quality and efficiency of the service our clients receive. This means that when clients interact with our team, they can have confidence that their financial well-being is being managed with precision and care.
BUILDING LASTING RELATIONSHIPS
“An ideal client relationship is built on trust, open communication, and a deep understanding of their individual needs and financial goals. It involves providing personalised support at every stage of their journey, ensuring they feel confident and secure in our services.
One of the greatest strengths I bring to AAB Wealth is my communication skills and friendly demeanour. I firmly believe that effective communication is the cornerstone of building trust and understanding with clients. I make it a priority to ensure that clients feel comfortable discussing their financial matters. Additionally, my friendly disposition allows me to connect with clients on a personal level, which I believe is essential in providing tailored and meaningful financial advice.”
WE HAVE YOUR BEST INTERESTS AT HEART
“Clients expect a high level of professionalism, transparency, and expertise. They rely on us to offer tailored financial advice to address their specific circumstances. They also anticipate efficient communication and a seamless experience, knowing that we have their best interests at heart.
A common misconception I’ve come across is the belief that financial planning is solely for those reaching the end of their working life and retirement. In reality, it’s a valuable service for individuals at all stages of life. It’s crucial to educate people about the benefits of professional financial advice and how it can positively impact their financial well-being.”
HELPING YOU ACHIEVE YOUR GOALS
“The most satisfying aspect of my role is being able to witness our client’s financial progression and knowing that we’ve played a pivotal role in making their lives easier and more secure. It’s fulfilling to see them achieve their goals and navigate uncertain times with confidence.
Collaborating with colleagues is equally rewarding. The supportive and sociable team culture fosters stronger relationships, allowing us to deliver a more comprehensive service. The exchange of knowledge and ideas among colleagues enhances our collective expertise, benefiting both the team and our clients.”
A PROACTIVE AND BALANCED APPROACH
“I approach my role with a determination to continuously improve and find more efficient ways to support clients and colleagues. I’m assertive in seeking out opportunities to enhance our services and ensure our clients receive the best possible advice and assistance.
Technology enables us to provide clients with a service that suits them. A balanced approach is key. Utilising tech-enabled solutions, such as virtual meetings and online platforms, allows us to have the flexibility and accessibility to meet our clients’ individual preferences and circumstances.”
OVERCOMING CHALLENGES
“One of the main challenges is ensuring that each client’s unique needs are addressed effectively. To overcome this, we adopt a meticulous approach, gathering detailed information and utilising advanced tools to provide tailored recommendations. Regular communication and proactive monitoring help us stay aligned with our clients’ evolving financial goals.”
A WEALTH OF KNOWLEDGE AND EXPERTISE
“I’m excited to further develop my knowledge and expertise, and to contribute to the ongoing success of AAB Wealth. I aim to provide the highest standard of service and continue learning to better serve our clients.
As for AAB, the potential for growth and the opportunities that come with it are particularly thrilling. The dynamic and innovative environment within the firm positions us to continue providing exceptional financial services to an even broader client base.”
COLLABORATION IS OUR SUPERPOWER
“The value of collaboration deeply resonates with me and strongly influences how I approach my role. Recognising that no individual has a monopoly on knowledge, I actively seek out opportunities to collaborate with my colleagues. By working together as a cohesive team, we leverage our collective strengths, skills, and perspectives to provide the best possible service to our clients.
This value encourages an environment where we challenge assumptions, welcome diverse viewpoints, and celebrate the richness of our backgrounds and experiences. It reinforces the idea that our combined efforts far exceed what any one of us could achieve alone, ultimately benefiting our clients and contributing to the success of the business.”
Senka Dervisevic Ferjancic
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.”
TECH ENABLED
“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.”
Fiona MacDonald
WHO I HELP
Private Individuals. Business Owners. High Net Worth Individuals. Investment clients.
HOW I HELP
I help clients arrange and prepare for their review meetings, issuing any paperwork that we may need and answering any related or other queries they may have. I also maintain client records to ensure we have accurate and up-to-date information.
“WE WORK TOGETHER TOWARDS THE SAME GOAL”
Fiona Macdonald is a Client Service Support in our Wealth team. Based in our Aberdeen office, Fiona works in an admin role to the Financial Planners and overall team. Her role involves contacting clients to arrange review meetings, preparing the review pack and requesting any necessary paperwork or information required for the meeting.
Fiona also assists clients with any queries or requests, both by email and telephone. She helps maintain up to date information regarding client investments, protection plans, and pensions, and is involved in processing transactions on behalf of clients such as withdrawals, regular deposits, ISA subscriptions and more.
RELATIONSHIPS BUILT ON TRUST
“An ideal relationship involves good lines of communication where we can build a relationship over time to establish and maintain their ongoing needs whilst being friendly and professional. It’s essential they feel confident in the service we provide and comfortable in their relationship with us.
Some people are wary of contacting a Financial Adviser and hear stories in the media of people losing their life savings or pension, which is a pity if it prevents them from seeking advice and expertise that they could benefit greatly from. Sometimes, a client has had a bad past experience that caused great distress both financially and emotionally, but we take the time to find out exactly what they need and rebuild a trusting relationship, where we work together towards the same goal.”
SHARING A WEALTH OF KNOWELDGE
“I hope clients feel I’m easily contactable with any query, large or small. They expect me to answer queries, action requests, respond to emails and be knowledgeable and accurate in the information that I provide.
I enjoy the interaction with clients when they come into the office for review meetings or contact via telephone or email. Also, getting to know them over time and seeing their lifestyle plans progressing. I work with a friendly team who support and help each other, and I find by exchanging information and ideas with colleagues this benefits me in my role and adds to my knowledge.”
ABILITY TO ADAPT
“As my role is mostly admin based, I consistently look for ways to improve efficiency which benefits our clients or my colleagues. The firm’s ability to adapt and have online meetings has been very useful to maintain contact and ongoing relationships with clients.
Face-to-face contact is still very important but being tech-enabled means that we’re able to offer meeting options that suit the client. Some are not so comfortable with technology, whilst others are very familiar with using Zoom or Teams and are happy to have a meeting without leaving their workplace or home. The use of technology such as electronic signature, online applications and uploading of documents to provider portals is a great thing and has helped to speed up the processing of paperwork.”
EXCITING FUTURE AHEAD
“I am just starting my role with AAB Wealth and look forward to expanding my knowledge and experience and getting to know the wider team. I’m excited to be part of their continued growth and ongoing success. Personally, I’m conscientious in my work and always strive to be willing, enthusiastic and progress in my career, ultimately to give my best, whether that be providing a good service for a client or being open to learn and expand my knowledge.”
Kirsty Manclark
WHO I HELP
We provide financial advice to a wide variety of people, ranging from individuals and couples to business owners and retirees.
HOW I HELP
We offer advice through carrying out analysis and cash flow modelling to determine the most efficient way to maximise their financial potential. We provide financial planning services and can determine clients next steps on areas such as supporting their child through university or helping them buy their first home.
“SUPPORTING CLIENTS THROUGH LIFE’S UNCERTAINTIES.”
Kirsty Manclark is part of our Client Service Support team. Based in Aberdeen, Kirsty provides support to the Financial Planners and Financial Planning Associates through each stage of the client journey. As part of the Client Service Support team, Kirsty attends client meetings alongside the planners and can often be one of the first lines of communication with our clients, which allows the team to build strong relationships with them.
AN IDEAL CLIENT RELATIONSHIP
“In the Wealth department, the relationship we have with our clients is very personal and therefore differs from the other departments across the firm. The team works with a wide range of individuals and families to achieve their goals, meaning that to strike an ideal client relationship, honesty, trust, communication and attention to detail are absolutely paramount.
Getting to know each of our clients on a personal level also ensures that we can offer the best service that is tailored to them. It is important that we are approachable to each of our clients, and as a result can be there to support them throughout life’s uncertainties.”
UTILISING TECH TO EXCEED EXPECTATIONS
“I think clients expect that we take a transparent and personal approach, whilst pursuing an active role to ensure that all work we do for them is thorough, timely and objective. Going the extra mile and exceeding the expectations of our clients is also an invaluable part of AAB Wealth.
The firm’s use of IT makes working as a team much more efficient and ensures the communication we have with our clients is seamless. During client meetings, we have the advantage of using our cash flow modelling software, which provides a personal illustration for each client of their current financial position and future potential. The software also provides excellent accessibility to investment planning for clients with any kind of exposure to the markets.”
PERSONAL STRENGTHS AND GROUP OPPORTUNITIES
“I am a people person, so I have really enjoyed being part of such a sociable team and firm and I think that is definitely one of the firm’s strengths as a whole. Particularly in Wealth, it allows us to build even stronger relationships with our colleagues and clients, helping the service we offer to reach its full potential.
With the recent growth of the AAB Group, it is an exciting time to have joined the Wealth team as a graduate. The Wealth team now operate in several other locations, bringing lots of new opportunities and an even more extensive range of clients. Seeing as my career has just started, I am looking forward to seeing how the group evolves in the future and feel privileged to be a part of the journey.”
