Wendy Fisher

Who I help

Private individuals. Families. Business owners. Trustees. Financial planners and their teams.

How I help

Leading Support teams. Improving processes. Developing people. Managing change. Making sure our teams have the support they need to deliver the best possible service to clients.

“Be honest, be open and be factual. Everything else will fall into place.”

Wendy Fisher is a Senior Operations Manager based in our London Crawley office. She is responsible for the Support team function across the South of the country. With around 31 years’ experience in the financial services industry and more than 22 years in management, Wendy brings a broad understanding of the wealth sector and the many moving parts that sit behind a successful client experience.

Her role is varied. From managing escalated issues and improving processes to recruitment, performance management, projects and consultation, Wendy works closely with her teams to make sure they have the right support, knowledge and processes in place to deliver for clients and planners. Having worked her way up from administration and report writing to senior leadership roles, Wendy understands the Support function from the ground up. She also brings valuable experience of working with businesses through periods of change, helping people adapt while keeping the focus firmly on better client outcomes.

Getting the fundamentals right

“My role is ultimately about making sure our Support teams can provide the best possible service to our clients and give our planners the support they need to do the same. That can mean something different every day. I might be dealing with an escalated error, reviewing a process, supporting a team member, working on recruitment or helping with a wider project.

The variety is one of the things I enjoy most. Whatever I’m working on, I always come back to the same question: how can we make this better for our clients and for the people delivering the service?”

Supporting people through change

“Change is probably one of the biggest challenges in Support. It can be a change in process. A change in people. A new system. Or the integration of a business into a larger organisation. My approach is to talk openly about those challenges and make sure people have the support they need to adapt.

I also try to help teams see the positives. New people bring new ideas. Improved processes can make everyone’s working life easier. Changes in ownership can create new opportunities. Things never stand still for long, but the aims should remain consistent: improve the experience for our clients and make sure our people enjoy and feel supported in their roles.”

Building trust when it matters

“Although my current role means I have less direct client contact than I have had in previous positions, I still think the principles of a strong client relationship are incredibly important. Be clear. Listen carefully. Understand what the person is telling you. And always show empathy.

One experience from earlier in my career has stayed with me. I worked with a client who had suddenly lost her husband. She was understandably extremely vulnerable and wasn’t fully aware of the investments he held or how he had set up his expression of wish. I spoke with her every day for several days, helping her understand what she needed to know and supporting her with calls to other organisations.

The initial conversation was difficult. You never know how someone will respond when you’re speaking to them at such a painful time. But taking the time to listen, explain things clearly and support her through what she was dealing with made a real difference. It’s a good reminder that behind every process and every piece of paperwork, there is a person.”

The backbone of the business

“There’s sometimes a perception that Support teams are there to put blockers in the way of getting things done. In reality, they’re often doing the opposite. There are processes in place for good reasons, particularly when it comes to protecting clients and reducing risk. The Support function is a critical part of making sure things are done properly.

I genuinely believe Support teams are the backbone of a successful Wealth business. When those teams are well supported, well trained and working with effective processes, everyone benefits. Clients get a better experience. Planners can focus on their role. And our people have the confidence to do their jobs well.”

Seeing the difference we make

“The most satisfying part of my work is hearing that a client is happy with the support they’ve received or with the service provided by their planner. It’s rewarding to know that the work we do can make a genuine difference to people’s lives. Sometimes that’s helping someone grow their investments. Sometimes it’s helping them through a difficult period. Either way, there’s a real person behind the client relationship, and that matters.”

A team I’m proud to be part of

“One of the things I enjoy most about AAB is hearing how much people enjoy working here. I love hearing what team members think about the culture, particularly within our smaller office environment. Knowing that people are happy to come to work and proud to be part of AAB genuinely makes me happy. Across the wider organisation, I’ve also found people to be incredibly supportive and generous with their knowledge. That’s important to me. The best teams are the ones where people are willing to share what they know, help each other and keep looking for ways to improve.”

Roxanne Miller

WHO I HELP

Private individuals. Families. Business owners. Existing clients. Clients navigating financial administration and provider processes.

HOW I HELP

Client relationship support. Financial planning administration. Provider liaison. Pension and investment administration. Documentation management. Case coordination. Client communication. Resolving provider issues. Adviser support. Ongoing client service.

“Trust, communication and exceptional service.”

As a Client Services Administrator, Roxanne plays an important role in supporting clients throughout their financial planning journey. Her role covers a wide range of responsibilities, from managing client communications and new business to preparing for annual reviews, onboarding new clients and ensuring documentation and processes are completed accurately.

Supporting Clients

Working with private individuals, families and business owners, she enjoys building relationships with clients and being there to support them from their initial enquiry through to becoming an established client. With over seven years’ experience across mortgages and financial services, alongside six years in retail, Roxanne has developed strong communication and relationship-building skills and enjoys being part of each client’s journey.

a career in finance

After working in retail management and later as a mortgage administrator, Roxanne was ready for a new challenge and wanted to build a career in finance. She completed an apprenticeship in financial administration, gaining her R01 qualification along the way, and was recognised as the Financial Services Administrator of the Year at the 2023 apprenticeship awards.

One of the most valuable lessons she has learned is to take things one day at a time. While naturally organised and able to prioritise a busy workload, she has learned not to become overwhelmed by thinking too far ahead and instead focuses on what needs to be achieved in the present.

Building Relationships

For Roxanne, clear and proactive communication is at the heart of a strong client relationship. She believes clients should always understand what to expect, when things are likely to happen and who they can turn to if they need support.

She particularly enjoys seeing a client progress through their entire journey, from their initial enquiry through to completion. Building a relationship along the way and being someone clients feel comfortable turning to makes the role especially rewarding.

Reliable and detail-focussed

There is much more to the role of a Client Services Administrator than administration alone. Roxanne deals with technical aspects of financial planning, works closely with clients, advisers and providers, and helps ensure that the processes behind a client’s financial plan run smoothly.

Organised, reliable and detail-focused, she takes a client-centric approach to her work and is always keen to learn and improve. She isn’t afraid to ask questions or identify areas where she can develop, and approaches changes in technology and ways of working with curiosity.

Ultimately, Roxanne is motivated by providing exceptional service, building trusted relationships and continuing to develop the knowledge and skills that allow her to support both clients and the wider AAB Wealth team.

 

Jo Lambert

WHO I HELP

Private individuals and families visiting the office. Clients who need a smooth and supportive experience. Our Financial Planners.

HOW I HELP

Marketing support. Facilities management. Fee and commission administration. Business process support. Financial Planner support. Office and client experience. Team coordination. Process improvement. Day-to-day business operations.

“Bringing positivity, support and a friendly approach to everything I do.”

As part of the AAB Wealth team, Jo plays an important role in keeping the business running smoothly behind the scenes. Her role spans marketing, facilities management, fee and commission administration, business processes and supporting the Financial Planners with the day-to-day operation of the business.

A Collaborative Approach

No two weeks are quite the same, with a mix of supporting the team, managing the practical side of the business and making sure everything is running efficiently. While her role is primarily behind the scenes, she also enjoys welcoming clients when they visit the office and helping to make them feel comfortable.

Finding a new direction

An interest in financial markets and how they can impact people’s financial wellbeing sparked Jo’s interest in financial services. After taking a career break to raise her children, she was motivated to return to work and build her knowledge and experience within the industry.

Returning to work after becoming a mum was also one of the biggest challenges she has overcome. After several years focused on raising her children, returning to work meant rebuilding her professional confidence and finding a new balance between her career and family life.

The experience taught her resilience, confidence and adaptability, while also showing her that having a fulfilling career and being a supportive parent can go hand in hand. It has made her more organised, flexible and confident in approaching new challenges.

“Bringing positivity, support and a friendly approach to everything I do.”

Building relationships

Jo values the close, family-oriented culture within the team, where colleagues know and support each other. She enjoys being someone her colleagues can rely on, whether they need practical support, a listening ear or someone willing to be flexible and help get something over the line.

For her, seeing positive feedback from clients is particularly rewarding. Five-star reviews on VouchedFor or Google and hearing how highly clients speak of the team are a great reflection of the work that happens behind the scenes.

Supporting the team

Behind the scenes, she wears many hats, from supporting the team to managing marketing, facilities, business processes and the day-to-day running of the business. It’s a role that requires organisation, problem-solving and adaptability, with plenty of variety from one day to the next.

 

Amy Brown

WHO I HELP

Private individuals. Families. Business owners. New and existing clients. Clients who need support navigating financial planning and administration.

HOW I HELP

Client relationship support. Financial planning administration. Provider liaison. New business processing. Annual review preparation. Compliance support. File reviews. Case coordination. Client communication. Problem-solving. Adviser support. Process improvement.

“If there’s a problem, I’ll find it, unravel it and find a way forward.”

With over 10 years’ experience in financial services and 20 years in client-facing roles, Amy plays an important role in supporting both clients and the wider team. Her role is varied, covering everything from answering client queries and managing new enquiries to liaising with product providers, preparing for annual reviews and processing new business from start to finish.

Client Services

She also supports with compliance, file reviews and improving internal processes, meaning no two weeks are quite the same. Working with private individuals, families and business owners, Amy brings a professional, responsive and supportive approach to every client interaction.

Having originally moved into financial services without prior industry experience, Amy has built her knowledge over the years by asking questions, learning from colleagues and continually developing her expertise.

Building relationships

For Amy, strong client relationships are built on trust, honesty and doing what you say you will do. She believes that delivering on promises and keeping clients informed from the outset helps create relationships that stand the test of time.

By consistently being reliable, keeping people informed and following through on commitments, Amy can build strong relationships based on trust and mutual respect.

For her, one of the most rewarding parts of the role is becoming someone clients feel comfortable turning to directly. Even when she doesn’t have the answer immediately, clients know she will take ownership, find the right person or information and make sure their query is resolved.

Going the extra mile

Taking ownership is central to how Amy works. She is committed to resolving issues thoroughly, taking the time to investigate problems, liaise with the right people and ensure clients receive the support they need throughout the process. With a strong attention to detail and a proactive approach, Amy believes that consistently following through on commitments and putting clients first is what helps build trust and deliver a positive client experience. She also values the importance of small, thoughtful gestures and believes that genuine care and kindness can make a meaningful difference to the people she supports.

Being someone colleagues and clients can rely on

While organisation and attention to detail are important, the role also involves technical knowledge, direct client communication, problem-solving and working closely with advisers and providers to resolve complex issues.

Provider delays, errors and miscommunication can create challenges, but Amy takes a proactive approach, investigating issues, asking questions and pushing for a resolution. Her priority is always to minimise the impact on clients and make sure things are dealt with properly.

Methodical, committed and client-focused, Amy takes pride in being someone colleagues and clients can rely on. She isn’t afraid to ask questions or challenge something when necessary and is always looking for ways to develop her knowledge and bring greater value to both clients and the wider AAB Wealth team.

Lauren Jones

Jenny Nicholson

WHO I HELP

Private individuals. High net worth individuals. Families. Business owners.

HOW I HELP

Client experience. Financial planning. Organisational management.

“FOCUSED ON DELIVERING THE BEST CLIENT EXPERIENCE.”

Based in our London office, Jenny Nicholson is a Client Relationship Support team member at AAB Wealth, working closely with Client Relationship Managers and Financial Planners to ensure every client journey is seamless from start to finish. Her role focuses on the coordination and detail that sits behind great client service, from gathering key information and liaising with providers to preparing documentation, tracking progress, and keeping clients informed at every stage. With a strong grounding in financial services built over several years, Jenny brings a practical understanding of end-to-end client processes, developed through experience spanning investment banking and financial advisory environments. This breadth of exposure enables her to anticipate client needs and support efficient, accurate delivery of advice.

A TYPICAL WEEK IN MY ROLE

“No two weeks are ever the same. I work alongside Client Relationship Managers and Planners to ensure clients receive timely updates and that all aspects of their financial plans are implemented correctly. My responsibilities include preparing meeting documentation, checking and updating client information, and coordinating with external providers to progress transactions. It’s a role that requires organisation, attention to detail, and clear communication. I enjoy the variety and the sense that every task contributes to a smoother, more positive client experience.”

WHAT DREW ME TO FINANCIAL SERVICES

“I have been working in financial services since I was 18, and my career developed naturally from there. Over time, I gained exposure to different areas of the industry, which helped me build a strong understanding of how client journeys work from start to finish. What has kept me in the profession is the combination of structure, problem-solving, and the opportunity to support people with important financial decisions. That early start gave me a solid foundation and shaped the way I approach my work today.”

EXPERIENCE THAT SHAPES MY APPROACH

“My background spans both investment banking and working closely with financial advisers, which has given me a broad perspective on client service and operational delivery. This experience means I understand the importance of accuracy, timing, and communication in ensuring that plans are executed effectively. It also helps me to identify potential issues early and support the team in resolving them quickly, always with the client experience in mind.”

STRIKING A BALANCE

“One of the most significant challenges I have navigated in my career has been becoming a mum while continuing to manage a busy professional role. It has taught me a great deal about balance, prioritisation, and resilience. I have learned to be highly organised and intentional with my time, ensuring that both my personal and professional responsibilities are met. This experience has strengthened my empathy and focus, particularly when supporting clients who are managing their own life commitments alongside financial planning.”

BUILDING LONG-LASTING RELATIONSHIPS

“Building relationships is the principle I bring to every client interaction. I believe trust is built through consistency, reliability, and clear communication. By being responsive and approachable, I aim to make clients feel supported and confident that their needs are being taken care of. I also value understanding each client’s personal circumstances so that support can be tailored appropriately, ensuring a more personal and effective service.”

WHAT MATTERS MOST IN MY ROLE

“The most satisfying part of my role is knowing that I have helped clients feel informed, comfortable, and reassured about their financial arrangements. I take pride in contributing to a process that can often feel complex, making it simpler and more manageable for clients. Whether it is providing updates or ensuring paperwork is completed accurately, I focus on removing friction and helping things run smoothly behind the scenes.”

LOOKING AHEAD & DEVELOPING MY SKILLS

“Looking to the future, I am keen to continue building my technical knowledge and progressing my professional qualifications. Financial services is an evolving industry, and I want to ensure I continue to grow alongside it. At AAB Wealth, I am supported by experienced colleagues who help me develop my understanding and confidence. My long-term aim is to continue expanding my responsibilities while maintaining a strong focus on delivering excellent client support.”

Alex Bui

WHO I HELP

Private individuals. Families. Business owners. Executives.

HOW I HELP

Financial planning. Financial analysis. Compliance.

“Helping clients to harness the power of time & compound growth”

Based in our London office, Alex Bui is a Client Relationship Manager, playing a key role in managing and nurturing ongoing client relationships. He works closely with financial planners to ensure client requirements are delivered efficiently and accurately, supporting seamless communication across all stages of the financial planning journey. His role also includes coordinating additional contributions for existing investments and ensuring that client servicing is handled with consistency, clarity and care.

Alex brings a unique perspective to wealth management, shaped by a 20-year career in engineering before transitioning into financial services. This background has given him a strong analytical mindset, exceptional attention to detail and a structured approach to problem-solving. Combined with his Diploma in Regulated Financial Planning, he is able to bridge technical understanding with client-focused service, ensuring that complex information is communicated in a clear and accessible way.

RELATIONSHIPS BUILT ON UNDERSTANDING

“Building strong client relationships starts with taking the time to understand each client’s circumstances, goals and concerns before looking at solutions. I believe trust is earned through listening and clear communication. When clients feel heard and understood, it creates the foundation for long-term relationships where they can make confident, informed decisions about their financial future.”

FROM ENGINEERING TO WEALTH MANAGEMENT

“Moving from engineering into wealth management was a significant transition, but it gave me a strong foundation in discipline, structure and analytical thinking. I chose this career because of my own experience of financial planning and seeing the long-term benefits of starting early. I wanted to help others experience that same clarity and confidence when making financial decisions.”

CONSISTENT, RELIABLE & DETAIL-FOCUSED

“My engineering background taught me the importance of precision, structure and accountability. In my role today, I apply those same principles to ensure nothing is overlooked and that every piece of client work is handled thoroughly. I take pride in being dependable, responsive and organised, making sure both clients and colleagues can rely on me to deliver.”

TURNING COMPLEXITY INTO CLARITY

“A challenge that I’ve faced is supporting clients who feel overwhelmed by their financial situation. By focusing on clear communication, regular updates and empathy, I’ve been able to help clients regain confidence and understanding. A key lesson for me has been that complexity becomes manageable when it is broken down clearly and explained in a way that is relevant to the individual.”

A MOMENT THAT MATTERS

“One of the most rewarding experiences I’ve had was helping a client who was initially frustrated and uncertain about their areas of concern. Through consistent communication and reassurance, we were able to rebuild their confidence. They later told me they appreciated how dependable and responsive I was throughout the process, which reinforced for me the importance of reliability in building trust.”

THE POWER OF COLLABORATION

“What stands out most about AAB is the collaborative environment. Working alongside experienced colleagues across different specialisms means there is always support available and a shared focus on achieving the best outcomes for clients. That culture of openness and knowledge-sharing makes a real difference to both personal development and client service.”

ADAPTING & EVOLVING WITH THE INDUSTRY

“I’m particularly interested in how technology, especially AI and data-driven tools, can enhance financial planning. These developments have the potential to improve efficiency, accuracy and insight, allowing advisors to focus more on meaningful client conversations. I’m keen to continue developing in this area as the industry evolves.”

LOOKING AHEAD

“What motivates me most is the opportunity to help clients feel more confident and in control of their financial future. Financial planning is not just about numbers, it’s about clarity, structure and long-term thinking. I’m proud to be part of a team that values those principles, and I look forward to continuing to support clients in making informed decisions that help them achieve their goals.”

Calum Runciman

Who I help

Private individuals. Families. Business owners.

How I help

Financial planning research. Client case analysis. Investment and product research. Suitability report drafting. Personal tax considerations. Technical financial planning support. Adviser collaboration.

“I ask clients, why not now? And then show it is achievable.”

Calum Runciman is a Client Relationship Manager within our Wealth Management team, based in our Glasgow office. He works closely with Financial planners and advisers to support the delivery of clear financial planning advice. For him, it’s all about building strong relationships, supporting the team around me and helping clients feel confident that everything is being looked after properly.

A typical week can involve report writing, team meetings, supporting advisers, preparing for client meetings and coordinating with different parts of the business to keep everything moving smoothly.

No two days are the same

One of the things I enjoy most about my role is the variety. No two weeks ever look alike. Some days are heavily focused on technical work and making sure every detail is accurate. Other days are more about communication, problem-solving and keeping clients and advisers updated.

I enjoy the pace of it. There’s always something new to learn, and every client situation is different. That variety keeps things interesting and pushes me to keep developing my skills. At the heart of it all is teamwork. Financial planning works best when everyone works together properly, and I enjoy being part of a team that genuinely wants to deliver a great service for clients.”

Built on relationships

I’ve always been interested in finance, but what really drew me into this career was the people side of the role. I enjoy building long-term relationships and helping people feel supported. Financial planning is about far more than numbers. Behind every recommendation or piece of advice is a person, a family or a business trying to achieve something important.

That’s what makes the work rewarding for me. I support advisers who work with all types of clients, from private individuals and families to professional clients and business owners. My role is to help ensure nothing gets missed, communication stays clear, and clients receive the level of service they expect from AAB Wealth. For me, trust is everything.

Listening is the priority

One thing I believe strongly about when building relationships is that listening matters more than speaking. You learn far more by properly understanding someone’s concerns, priorities and goals than by rushing into solutions too quickly. Whether I’m working with advisers, colleagues or clients, I always try to focus on listening carefully and understanding what’s needed before taking action.

That approach also helps build confidence. People want to know they’re being heard and that the people supporting them genuinely care about getting things right. A lot of strong relationships are built simply by following through on expectations. If we say we’re going to do something, we do it. Clear communication, reliability and consistency go a long way.

Solving problems together

One of the most rewarding parts of being at AAB Wealth is the team environment. Everyone works together to solve problems and deliver the best possible experience for clients. There’s a strong sense of support across the business, and people are always willing to help each other when challenges arise.

Client work can often be complex, but that’s part of what makes the role enjoyable. Every challenge is an opportunity to learn something new and improve the way we work. I also think it’s important to recognise when collaboration is needed. Nobody has all the answers all the time, especially when dealing with more technical or specialist areas. Asking for help when needed is a strength, not a weakness, and it ultimately leads to better outcomes for clients.

Focused on the future

I’m always looking to keep developing my technical knowledge, particularly in more complex areas of advice. The financial planning industry is constantly evolving, and there’s always more to learn. That’s something I enjoy. The more knowledge and experience you build, the better equipped you are to support both advisers and clients.

Alongside technical development, I also want to continue strengthening the relationship side of the role. Strong communication, reliability and trust are skills that never stop being important in this profession.

Calum Dowie

WHO I HELP

High-net-worth individuals. Families. Individuals with inherited wealth. Clients with compensation awards. Sports professionals.

HOW I HELP

Client support. Financial planning administration. Investment platform transactions. Client communications. Document preparation. File management. Tax year-end support.

“HELPING SHAPE GOALS & PROVIDE FINANCIAL STABILITY”

Based in our Edinburgh office, Calum Dowie is a Client Relationship Support professional who plays a key role in delivering a smooth, efficient, and personable experience for both our clients and financial planners. Working with a diverse range of individuals, Calum supports clients from a variety of backgrounds, including those with inherited wealth, compensation awards, and complex financial circumstances. His focus is on ensuring that every client interaction is handled with care, accuracy, and professionalism, helping to build trust and confidence throughout the financial planning journey.

Calum’s role is varied and fast-paced, with no two weeks the same. He is responsible for a wide range of essential tasks that underpin the delivery of high-quality financial planning services. From preparing and issuing client communications based on recommendations to managing documentation, liaising with providers, and transacting instructions across multiple investment platforms, Calum ensures that every detail is handled efficiently and accurately. His background in financial services has given him a strong understanding of both client service and financial planning processes. This experience allows him to provide knowledgeable, reliable support while contributing to a seamless and well-coordinated client experience.

BUILDING TRUST THROUGH EVERY INTERACTION

“Even though much of my role is carried out through phone calls and emails, I always aim to be confident and approachable in my communication, and willing to go the extra mile.

I know that trust is at the heart of every client relationship. Even without regular face-to-face contact, I focus on making each interaction meaningful by being responsive, clear, and supportive. Creating a consistent and positive experience helps build confidence, and I always aim to ensure clients feel reassured and well looked after.”

A VARIED ROLE WITH REAL IMPACT

“One of the things I enjoy most about my role is the variety. No two clients are the same, and no two days are the same either. Whether I’m supporting with communications, handling platform transactions, or helping the team during busy periods like tax year-end, it keeps the role interesting and rewarding, and I find myself continually developing.

I enjoy adapting to different client needs and supporting a wide range of activities across the team. It allows me to build my knowledge, stay flexible in my approach, and play a meaningful role in delivering a high standard of service across the board.”

SUPPORTING CLIENTS WHEN IT MATTERS MOST

“Like I said above, tax year-end is always a busy and challenging time, with a high volume of client requests to manage.

During key periods like this, I focus on staying organised and maintaining a high level of attention to detail. It’s important that every request is handled accurately and on time, as it can have a direct impact on clients’ financial positions. By working closely with the team, we’re able to manage demand effectively and continue delivering a consistent, high-quality service when it matters most.”

A TEAM-DRIVEN APPROACH

“Collaboration is a big part of how I approach my role. I’m always happy to support others and contribute wherever I can, which helps strengthen the overall team dynamic. Since joining, I’ve built strong relationships across the office, and that supportive environment plays an important role in how we work together and deliver the best outcomes for our clients.”

CONTINUOUS LEARNING & DEVELOPMENT

“I’m really keen to continue building my knowledge within financial planning and develop my expertise further.

Developing my skills is a key priority for me. I’m looking forward to starting my professional exams and continuing to build on the foundation I already have. I see learning as an ongoing process, and I’m motivated to keep improving so I can enhance the support I provide and grow within my role over time.”

EMBRACING THE FUTURE OF FINANCE

“I’m particularly interested in how technology is shaping the future of financial services. It’s exciting to see how tools like AI can improve efficiency and enhance the client experience, and I’m keen to explore how these developments can support the work we do. I believe combining innovation with a strong personal approach will be key to delivering the best outcomes for clients going forward.”

Kierni Adam

WHO I HELP

Individuals. Families. Business owners.

HOW I HELP

Financial planning. Supporting internal teams. Financial administration.

“PUTTING CLIENTS FIRST AND EXCEEDING EXPECTATIONS.”

Based in our Aberdeen office, Kierni Adam is part of the Client Relationship Support team at AAB Wealth, helping clients feel confident and informed about their financial plans. Her role combines attention to detail, clear communication and proactive support, ensuring that clients receive a seamless service. Inspired by her interest in financial services and a passion for helping people, Kierni pursued a career that allows her to build strong client relationships while contributing to positive client outcomes.

Her week is varied, shaped by the individual needs of each client. She assists advisers in preparing for annual client meetings, follows up on actions from these meetings, and communicates with providers to gather and collate necessary information. Weekly, she updates clients on their investments, keeps them informed of progress and responds to any queries, ensuring consistent, transparent and timely support.

CLEAR, CONSISTENT COMMUNICATION

“For me, building relationships starts with being approachable and dependable. I want clients to feel comfortable asking questions, no matter how big or small. An open line of communication is key, particularly during times when clients are making changes to their investments or exploring new options.

One example was a client who was making multiple adjustments to their portfolio. By keeping them regularly updated on the progress of each action, explaining each stage clearly, and responding promptly to their queries, I was able to build trust and confidence. They became much more comfortable reaching out, knowing their needs would be understood and addressed.”

ATTENTION TO DETAIL

“My strengths lie in strong communication, organisation and attention to detail. These skills ensure that clients receive accurate information in a timely manner, and that every interaction is tailored to their individual circumstances.

Coordinating effectively with advisers, paraplanners and colleagues allows me to make processes as seamless as possible. Clients can rely on me to provide updates, follow up on actions, and make sure nothing is overlooked. It’s about making the experience smooth and reassuring for them.”

TURNING CHALLENGES INTO CLARITY

“The biggest lesson I’ve learned is that every client is different. Each has their own goals, priorities and understanding of financial matters. Taking the time to truly understand these differences allows me to provide relevant, personalised support.

Managing multiple client needs can be challenging, but staying organised, listening carefully, and providing timely responses ensures clients feel valued and supported. Challenges become opportunities to show reliability and build confidence.”

LEARNING AND GROWING TOGETHER

“Being part of AAB Wealth is particularly rewarding due to the collaborative culture. Colleagues are always willing to share expertise, support one another, and work together to deliver exceptional client outcomes.

This environment allows me to develop both professionally and personally. I am encouraged to continuously improve my skills, take on new responsibilities, and contribute to a culture of excellence.”

SIMPLIFYING COMPLEX INFORMATION

“Recently, I worked with clients who found certain financial information difficult to understand. I addressed each of their questions individually, providing clear, tailored explanations. By breaking down the information step by step, they were able to feel informed, confident, and empowered in making decisions.

Receiving feedback like this is incredibly rewarding, as it shows that my efforts to make financial matters accessible and understandable have a real impact.”

STAYING AHEAD IN FINANCIAL SERVICES

“I am currently working towards completing my diploma in Regulated Financial Planning. This qualification will deepen my knowledge of financial services, improve the support I can provide to clients and advisers, and keep me up to date with best practices in the industry.

Additionally, staying current with trends and developments ensures that clients receive the most relevant and effective support possible.”

TAILORED SUPPORT

“A common misconception about client relationship support is that the role is routine or administrative. In reality, no two clients are the same, and each interaction presents a unique opportunity to provide tailored guidance.

I enjoy the variety in my role, from preparing for meetings and handling follow-ups to directly supporting clients with personalised advice and updates. Every day brings new challenges and opportunities to make a difference.”