Date de publication 11.01.2024

Pensions Administrator (French/German/Italian/Flemish))

Management Level

Provide frontline support services to all servicing teams within the Customer Services Division regarding the processing of illustrations, applications, policy alterations and general enquiries from Customers and Advisers, analysing and vetting information provided to ensure it complies with legislation, internal policies and procedures, identifying outstanding requirements, obtaining and applying funds and liaising with Advisers.

Business Function:

Equiniti is a leading provider of technology and solutions for complex administration and payments. Our technology platforms and solutions are used by 70% of the FTSE 100, Government and other large corporates, particularly in banking, insurance and other financial services. We have 1,700 clients, make £90 billion worth of payments through our systems every year, hold records for 70 million shareholders, look after pension schemes for 20% of all pension scheme members in the UK, and provide services which touch 27 million consumers. We employ 4,000 people in the UK and India and our average length of service of our employees is 10 years. Equiniti is listed on the main market of the London Stock Exchange. Equiniti is a rapidly changing, ambitious and dynamic business and we look to employ people who, like us, put the customer at the heart of everything they do. Over the last 7 years we have made 16 acquisitions to create an exciting organisation which focuses on innovation and technology. We are an Award winning, vibrant, hardworking, customer focused division that deal with new business for Canada Life's innovative Guaranteed Annuity and Retirement Account products. We pride ourselves on delivering first class customer service and deal directly with both advisors and customers. We work to strict SLA's and provide Canada Life with an exceptional level of service. The post holder will provide an efficient, accurate and friendly service to all customer groups across the Canada Life product range focusing on the Retirement Account products. The services cover a wide range of activities including direct customer contact, new and existing business processing, agency administration, preparation of bespoke customer illustrations and general enquiries. The post holder will understand and ensure compliance with Pension legislation and regulatory requirements.

Core Duties and responsibilities:

Successful candidate will be responsible for the following duties:
  • Liaise with Customers and Advisers through various channels to ensure we are providing regular and accurate timely updates.
  • To identify task and correspondence type's setting up the appropriate action to ensure we complete the task within its allocated timeframe, including General Practitioner reports, chasing ceding schemes and managing tax treatment of our customer within our RTI system.
  • Identifying and escalating any risks to the customer or the business to your line manager with possible solutions to mitigate these risks/issues, including health and safety.
  • Providing administrative support to the servicing teams across a range of queries and products as required by the business.
  • Provide support to Advisers who have produced an illustration via an online portal or who wish us to undertake a Telephone Interview with the customer to obtain medical data to support the provision of a best rate bespoke illustration.
  • Understand our product offering in the context of the industry as a whole and talk confidently to our customers, whilst differentiating between regulatory and system constraints.
  • Undertaking quality checking and sampling and be able to give constructive feedback to your peers as required. Developing and maintaining current knowledge of the functionality, operation and application of internal systems sufficient to efficiently and effectively complete work assignments. The post holder will be required to work 37.5 hours a week between the hours of 9am-5pm. There may be an ad-hoc requirement to work weekends.

Skills attributes and behaviour:
  • Successful candidate should demonstrate the following skills and behaviour:
  • Demonstrable experience of working in a customer service focused environment.
  • Demonstrable experience of dealing effectively with challenging and concerned customers.
  • Demonstrable experience of producing information and documents to a high standard of presentation with a high level of accuracy.
  • Demonstrable experience of working effectively as part of a team.
  • Demonstrable experience of working in a fast paced office environment.
  • Basic IT skills, with experience of using Microsoft Word, Excel and Outlook.
  • Effective planning and organisational skills.
  • Effective numeracy and data analysing skills.
  • Fluent in one of the following languages: French, German, Italian, Flemish.
  • Ability to demonstrate effective interpersonal skills, develop and sustain relationships with a wide range of individuals and within groups.
  • GCSE grade C or above, or equivalent, in Maths and English

You will be given the opportunity to expand your career prospects within a supportive team environment, and as part of a rapidly developing organisation.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

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