We call him the “trading machine”
Focus is important to Jack and his fellow Investment Managers. One mistake by Jack in placing a trade can have major consequences – not only a financial loss, but also potentially damaging a long-standing relationship with an adviser and a client where trust is crucial and is earned slowly. That’s why, rather unlike a machine, Jack takes any mistakes very personally indeed.
Like all our staff, Jack is encouraged to take ownership of issues. One thing we feel sets us apart from our competition is that we actively encourage IFAs, investment advisers and clients to have direct access to our dealing team members. It’s this personal contact that develops real and trusted relationships. There’s no passing the buck at RL360.
Of course, it also helps that Jack can rely on excellent technology to help him deliver outstanding service. Our online, automated trading system, Investpro, has removed many previously manual procedures and means that Jack has been able to double the volume of trades that he can place each day. Handy when the team oversees more than 60,000 trades a year.
Jack doesn’t believe good service is about merely hitting service levels and hiding behind processes designed to make life easier for him, rather than better for the customer. Jack believes in exceeding your expectations by being as flexible as possible to achieve what you want. So while our service standard says that any trade requested by 9am is guaranteed to be made that day, we will do all we can to ensure any trade request received up to 4pm is actioned that same day.
So maybe it’s the combination of all these factors that explains why Jack and his colleagues have a 99.95% accuracy rate. But while a machine might be hard pressed to beat that 99.95% accuracy rate, you can be comforted by the fact that it’s that 0.05% that keeps Jack and his colleagues awake at night.
The RL360 Investment Team
Our Investments team is responsible for managing the various funds and investments that clients have with RL360. This includes buying the specific funds chosen by clients when they first invest with us, and then managing and executing all the switches and trades those customers (and their advisers) make during the life of their policy. Customers can trigger trades online now using our technology solutions or request them directly through the team.
The team also provides other fund services too – for example collecting dividends, fund pricing and corporate actions.
The strength of the Investment team is its people. People like Jack. But not only Jack. It’s a stable, experienced and motivated team who are empowered to make decisions and get things done. So whichever member of our team is dealing with your trade, you can be assured it will be treated with the same exceptional quality of service.