Your new permanent role for this major in-house pensions department is being responsible for answering and responding to calls and written correspondence to their Defined Benefit Pension scheme helpline and supporting the creation of files and calculations for member benefits. You will be working within a team of five for this particular role, with a super Team Leader to help and guide you, but you must already have some experience in occupational pensions to do this role.
Your core duties will be answering calls to the Pensions helpline ensuring the call is seen through to the point of resolution and closure, and supporting the pension teams to respond to written member enquiries either by letter or e-mail. You will help maintain the pension administration system and supporting databases with all relevant information from calls and contact with members. Already with an understanding of what SLA stands for, you will ensure this is hit for the pension helpline and proactively support all processes to maintain compliance and minimise escalations and complaints. Although an in-house scheme, SLA's are vital to ensure the best service is achieved and to agreed turnaround times.
You will provide other types of support, such as scanning for the administration teams to help process post, member option forms and requests. You will create ill health and death files and support the administration teams to complete investigations and member calculations, and assist them further by completing short life expectancy and divorce calculations.
Our client is hoping you might also like to take the initiative to identify processes and opportunities to improve the team's knowledge and efficiencies, in return this company offers career development and progression long-term.
If you would like to hear more about this super role with a top 100 pension scheme and review a full Job Profile about this role, to apply, or for a formal/informal discussion please contact me.