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Smart Pension Ltd
,
London, Greater London
Technical Administrator
Overview
Job Description
Delivers a good member experience during their retirement journey through customer engagement, the facilitation of transaction and development of the customer experience. Competent in pension technical processes and associated regulatory controls. Delivers service and quality results through the effective engagement with, and handling of, customer correspondence, collaborating with the wider business as required. Inputs to the design and evolution of the service proposition to meet customer needs and maximise customer engagement in the service. Requirements * Knowledge of and experience in the financial services environment, ideally DC pensions . * Relevant pensions and financial services qualifications preferred. * Customer- centric mindset and experience of working in customer services. * Ability to work to a set of policies and standards. * Professional and accountability, projects credibility. * Team player * Accepts and tackles demanding goals with enthusiasm. * Ability to be flexible in both mindset and challenges set Main Responsibilities: * Deploys pension technical knowledge to assist the customer through the retirement journey, to a high standard and within regulatory and scheme rule obligation. * Demonstrates care and empathy for the member in handling customer enquiries. * Assists in establishing and monitoring process and delivery to ensure adherence to customer focus and conduct policy set out by the controls framework. * Demonstrates flexibility and collaboration towards meeting customer and business needs. * Supports system and product development with service experience in mind. * Monitors processes to identify opportunities to drive a culture of continuous improvement (improve customer service and process efficiencies). * Develop competency of others through training, coaching and giving technical process guidance as the proposition and portfolio grows. * Demonstrates expert knowledge of relevant product, processes and systems in order to deliver to both internal and external customers. * Take personal responsibility for resolving customer and intermediary concerns. * Investigates customer complaints and issues to ensure fair customer outcomes in accordance with regulatory requirements and company policy. * Maintains an appropriate level of functional and technical expertise. At Smart, we're a diverse team, made up of people from different backgrounds, experiences and skills. Our goal is to build great products to help people plan for their financial futures. Were constantly developing new ideas to help people look after their pension schemes, in the UK and abroad. Weve grown to a team of over 300 talented people, all dedicated to creating the best experience for our customers. Recently we made it onto Great Places to Work UK's Best Workplaces 2020 at the no.70 spot for medium-sized companies! If you think you can help us build a smarter future, come and work with us.