Role Summary:
As a member of the Ongoing Service team, you will be point of contact for all ongoing clients. Your responsibility will be to enhance My Pension Expert’s reputation, by the prompt delivery of a quality customer service, increasing effectiveness and ease of doing business with us.
Outline of Role:
- Prepare client review files to support adviser meetings.
- Process transfer of servicing rights forms efficiently, ensuring compliance with current FCA regulations.
- Prepare and submit applications to providers, along with ad-hoc client requests.
- Maintain accurate and up-to-date client documentation across all systems.
- Ensure all case notes are updated with clear progress and a full audit trail.
- Coordinate with clients to obtain required information and arrange adviser appointments as part of the annual review process.
- Provide a professional and dedicated support service to both advisers and clients.
- Process client income payments/withdrawals across various third-party platforms.
- Review and analyse incoming information received electronically and via post.
- Deliver excellent customer service by responding to enquiries promptly and efficiently.
- Take ownership of customer enquiries across all communication channels, investigating and resolving issues proactively.
- Maintain regular contact with external pension providers to ensure requests are completed within agreed timescales.
- Handle confidential information in line with company policies and regulatory requirements.
This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.
The Person
- A hardworking and proactive individual who has client satisfaction at the forefront of everything they do and you will ideally have experience in customer service administration. However, we welcome applications from graduates who are looking to develop a career in Financial Services.
- This role will suit a proactive and meticulous team player with strong interpersonal skills with a desire to learn and improve skills on an on-going basis.
- You will naturally be customer service focused with a genuine desire to help, a clear focus on quality and service and taking ownership for delivery of results.
- You will require strong attention to detail and excellent data entry skills.
Skills, Knowledge & Experience
- Previous experience of working within an underwriting environment (Desirable)
- Knowledge and experience of Pensions and Financial Services would be advantageous (Essential)
- Experience of working on the telephone (Essential)
- Knowledge and experience of Microsoft Office and Outlook (Essential)
- Ability to organise, multitask, prioritise, and work under pressure (Essential)
- Can do and flexible attitude (Essential)
- Possess excellent written and verbal communication skills (Essential)
- Previous experience of working with Customer Relationship Managements (CRM) software (Desirable)
- Ability to adapt to changing regulations and requirements in the pension industry (Essential)
Qualifications
- GCSE Math’s and English – Grade C or above (Essential)
Accountabilities & Working Relationships
· Reports to Client Support Team Manager
· Works within a team
Working Hours
· Shift pattern - Monday to Friday 9am to 17.30pm
Benefits
This position represents an opportunity to work for a growing business.
· Competitive salary
· Discretionary bonus scheme
· Contributory Pension Scheme
· Opportunities for career progression with funded training
Job Types: Full-time, Permanent
Pay: £28,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- On-site parking
- Referral programme
Experience:
- Financial services: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
