Customer Service Consultant

SUMMARY:
We are looking for a Client Services Officer who will encompass a wide range of administration duties to an existing portfolio of multi-member pension schemes, Portfolio trusts, EBT’s and Retirement Annuity Trust Schemes (RATs).

POSITION INFO:

In addition, the post holder will liaise with financial advisors, investment companies, clients, and business partners, as required, to ensure a high standard of client service is delivered at all times.

Key duties & responsibilities:

• Manage client’s questions and queries ensuring they are addressed and responded to in an efficient and timely manner.
• Attend to all administrative tasks, associated with, and required by the deed and statutory legislation, accurately and in accordance with the Service Level Agreements.
• Remain abreast of pension and trust regulations – consistently and accurately applying to schemes/clients.
• Appropriately store/input and reference all client documentation within the document management system and administration system.
• Communicate in a timely manner, verbally, via email, video calls or in person.
• Ensure CDD requirements are met for all members, reviewing files as and when required as per company policy.
• Record all client financial transactions, this includes investments, transfers, benefit payments, statutory payments, and fee charges.
• Ensure housekeeping cases and data capturing is completed accurately in relevant systems i.e. Salesforce.
• A clear understanding of applicable Pension and Trust legislation & statutory reporting requirements
• Experience of administering pension and trust schemes
• An ability to read/research governance documents impacting a scheme/trust and apply appropriately.
• A logical approach to assessing productivity and implementing solutions.
• Calculating and informing on pension payment calculations and associated tax/lump sum/load/benefit and drawdown
• Investigate and prepare a response to complaints.
• Review and respond to billing queries.
• Ability to provide assistance with regulatory reporting.
• Ability to correspond with relevant tax offices to ensure efficient resolution of client queries.
• Act as a signatory, once approved, for the business and apply a questioning mind to all aspects of this responsibility.
• Support, coach, and guide colleagues in the performance of their duties
• Complete any other duties as and when required to drive business success.
• Attend Management meetings on request or in the absence of the manager.
• Hold regular team meetings.
• Conduct periodic 1-2-1’s with team members on request or in the absence of the manager.
• Conduct annual appraisals on request or in the absence of the manager.

Competencies:

• Relevant professional qualification or a willingness to study towards one
• Clear understanding of applicable Pension and Trust legislation and statutory reporting requirements
• Experience in working towards and meeting deadlines.
• Experience of administrating pension and trust schemes.
• Excellent organisational skills, prioritising, achieving deadlines and driving business efficiency.
• Strong interpersonal skills
• Proven ability to communicate at all levels, both written and verbally
• An aptitude for applying attention to detail in all aspects of the role.
• A willing and flexible attitude to working hours to support team and business needs as required.