Pensions Administrator

We are recruiting for an Pensions Administrator to join our Pensions team. This Pensions Administrator role is responsible for the effective processing of tasks within the Pensions, this includes but not exhaustive to Sipp referrals, datafeeds, contributions, benefits, deceased, Pension Sharing Orders, and day to day administration tasks. Ensuring accurate adherence to the departments policies, procedures and regulatory responsibilities. This role will also include building good relationships with both internal departments and external stakeholders. Responsibilities will include providing the highest quality service to our customers and answering queries from the Customer Services department and dealing with email/phone queries from customers that relate to Pension processes.,

• Provide outstanding customer service to meet the requirements of both internal and external customers
• Make customer contact via phone, email /letter/secure message to enable straight through processing, where appropriate
• Timely and accurate processing of all customer documents and returned queries to ensure that customer's needs are met
• Adherence to the regulations that apply to the area that you are working in
• Responsible for the processing of all departmental administration tasks, with a high degree of accuracy
• Escalate any unresolved issues to the Senior Administrators providing them with sufficient information to investigate the issue
• Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality
• Be part of the departmental telephone query team to support all queries and requests from internal customers, making external calls to customers as required
• Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
• Confident in delivering an efficient, consistent and high quality service to our customers at every interaction.
• Ability to move between tasks and departments as business needs require
• Maintain the organisation's first line of defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
• Logging Risk events - Understanding Risk via training and documentation available.
  
  Advanced ability to work in an environment which requires a high level of accuracy
• Advanced organization skills to manage completion of daily task and meet exacting deadlines
• Advanced communication skills (written and verbal) - ability to build rapport with customers and 3rd parties across all communication channels, maintain calm during pressurised situations, and share information in a clear and logical manner
• Advanced problem solving skills
• Advanced enthusiasm and willingness to learn new tasks
• Advanced flexibility to move between different tasks and departments at short notice
• Ability to work unsupervised
• High degree of PC literacy - navigate a broad range of internal systems, ability to create Excel spreadsheets and formulae
• Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently, including the timely completion of all mandatory and recommended Training.
• Provide Management Information as and when required
• Knowledge of the regulatory environment and associated risks that require managing.
• Knowledge of the Financial Services Sector - specifically Wealth Management
• Knowledge of the regulatory and legislative environment and associated risks that require managing
• Understand the principles of Treating Customers Fairly
• Understand the principles of Training and Competence
• Understand the key drivers of Client Loyalty within a retail environment
• Understand FCA rules in particular CASS rules
• Technical Expertise - Keep abreast of developments and changes in legislation.
• Minimum of 2 years' experience working within a Pension administration environment
• Advanced time management and prioritization skills.
• Advanced interpersonal, communication skills.
• Intermediate capability to think clearly and creatively in delivering operational change in line with a defined strategy/vision.
• Advanced ability to stay calm under pressure and display emotional resilience when handling difficult situations or conversations.
• Intermediate MS Office Skills.
• Advanced ability to deal with high volumes of processing work
PERSONAL ATTRIBUTES: STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME
• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Moving with speed - delivering faster and better
• Decisive and take ownership of outcomes
• Not afraid to challenge and be open to challenges
  
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