CHANTAL
PONTET-MATTHEWS

WHO I HELP

Private individuals. Business owners. Families.

HOW I HELP

Client experience. Financial planning. Organisational management.

“ORGANISED SUPPORT FOR YOUR LIFE’S FINANCIAL VISION.”

Based in our London office, Chantal Pontet-Matthews is a Client Support Administrator who plays a key role in keeping client journeys smooth, supported, and carefully coordinated. From managing communication and preparing review packs, to handling new business, updating client records, and improving internal processes, Chantal is the person who ensures nothing is missed and every detail is handled with care.

Chantal’s route into financial services is unique. After studying Animal Management and Science, she built a career in animal welfare, from zoos and nature reserves to kennels and farming work. But with family working in financial advice, and her first post-university job in the pensions industry, she transitioned into financial services. What she found was a role where her inquisitive nature, eye for detail and enthusiasm for improvement could thrive. Today, she blends client care with technical curiosity and process innovation, making her an invaluable part of the AAB Wealth team.

A FRIENDLY FIRST POINT OF CONTACT

“For me, communication sets the foundation for every great client relationship. I’m often the first person clients speak to when their adviser isn’t available, so it’s important that those conversations feel both professional and warm. I make sure clients always feel like a priority, even through small touches like timely confirmations or proactive updates.

Because we speak with clients regularly, tone matters. I keep things friendly and reassuring while making sure the information is always accurate and clear. When clients feel valued and understood, trust follows and that trust becomes the foundation of a long and positive relationship.”

HANDLING THE DETAILS THAT MAKE A DIFFERENCE

“One of the most satisfying parts of my job is delivering exactly what a client needs, quickly and correctly. Whether it’s answering a query, preparing documents, arranging a review meeting, or coordinating a transaction, I love knowing I’m helping someone move forward with confidence.

Client needs are always evolving, and no two days look the same. My job is to stay responsive, organised, and calm, even when things change last minute. When I can help remove stress for a client and make their experience feel smooth, that’s when I feel I’ve done my best work.”

KEEPING EVERYTHING WORKING SMOOTHLY

“A big part of my role is keeping processes tight and accurate – from preparing annual review packs to placing trades, writing reports, running CGT calculations, and managing valuations within Intelliflo (IO). I enjoy understanding how systems work, why they sometimes don’t, and how to improve them.

My inquisitive nature helps me spot ways to simplify processes or reduce errors. One example is the Letter of Authority I redesigned shortly after joining my previous firm, reducing it from three pages to one. It wasn’t just about saving time; it was about creating clarity for clients and improving efficiency for the team.

When processes run smoothly, clients feel the benefit – clear information, fewer delays, and a more positive experience overall.”

SEEING CHANGE AS OPPORTUNITY

“A valuable lesson I’ve learned is that change doesn’t have to be daunting, it can be incredibly positive. I used to view change as something difficult, but over time I’ve embraced it as part of growing professionally. By asking questions, staying curious, and seeking to understand the “why”, I have been able to adapt quickly and improve the way I support clients.

I’m especially passionate about technology and data – coding, cleansing, workflows, and improving how systems talk to each other. Being part of the Intelliflo (IO) team has given me the chance to explore this even more. Implementing tools like Document Designer or the ZeroKey extension has shown how much efficiency and accuracy can be improved when the right solutions are in place.

For me, innovation isn’t just exciting, it’s essential for delivering a better client experience.”

THE EXTRA MILE THAT CLIENTS REMEMBER

“Client service is something I care deeply about. I always aim to go above and beyond – whether that means chasing a provider for clarity, preparing a detailed report ahead of schedule, or helping a colleague understand a new system update.

Being part of AAB Wealth’s client-focused team is incredibly rewarding. Everyone genuinely cares about doing the right thing for clients, and that shared commitment inspires me every day. When we work together, clients feel it through faster responses, smoother processes, and more joined-up support.”

A FUTURE DRIVEN BY CURIOSITY

“I’m excited to continue expanding my technical skills, especially within data, coding, and digital tools. The more I can understand and improve our systems, the more value I can bring to clients and colleagues.

Joining AAB Wealth opens up new opportunities for growth, learning, collaboration and I’m eager to contribute to a team where client care, innovation, and continuous improvement are at the heart of everything we do.

For me, success is about making people feel supported, informed, and confident in their financial journey – one detail, one solution, and one interaction at a time.”