The role of Pensions Administrator is to work within an administration team servicing both member and client queries in relation to occupational pension schemes. Performance Objectives: Excellence
• Communicate effectively with client/members via the telephone, remembering each caller will have a different level of understanding. Record each call as they occur.
• Consistently provide a quality customer experience to clients/members.
• Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader. • Deal with queries and requests by the use of standard letters and reference to procedures.
• Recognise and escalate potential problem and potential complaint cases. • Ensure complaints procedure is adhered to and that all complaints are immediately notified to Senior Administrator.
• Seek clarification where errors are made.
• Monitor own workflow to ensure service levels are achieved.
• Prioritise and manage own workload and maintain a rolling schedule of objectives. • Accurately perform manual calculations.
• Know and live the firm’s values. Clients
• Help to provide an efficient, professional service to meet all client/members' needs.
• Develop knowledge of clients’ pension schemes.
• Build and maintain a good relationship with the clients.
• Be a point of reference for standard automated cases.
• Deal with all communications within defined quality and service standards. You must possess a good background in DB/DC Pensions Administration
