As a Technical Specialist/ Complaint Handler you'll work closely with the operational functions as a member of the Embark Pensions Complaints Team to ensure we follow the FCA DISP complaint handling rules and the legal requirement governing the provision of pension scheme administration services whilst meeting its obligations as a pension scheme trustee and administrator. This role is responsible for ensuring we operate exceptional process and controls and manages strong counterparty relationships both internal and external.You'll also:
* Take ownership of complaint case management through skills and activities such as scheme deconstruction, file reconstruction, data mining and investigation, forensic assessment, document analysis in order to prepare overviews, reports and recommendations. Personal ownership, control and management of situations, cases and thematic matters.
* Contact customers and other partners throughout the complaints process to understand, support and bring the complaint to a satisfactory customer resolution.
* Provide written responses that are clear, articulate and straight-forward; with accurate overviews of the complaint(s) and reasoning behind the response.
* Ensure all processes are followed, using standard frameworks and templates, subject to risk and compliance oversight.
* Calculation/evaluation of loss: decide and apply correct interest calculation, assess maximum potential commercial liability for the firm.
Expert organisational skills
* Excellent telephony skills.
* Conflict resolution skills
* Clear and accurate written communication skills.
* Exceptional relationship building skills.
And any experience of these would be really useful
* Financial Services complaints handling
* Pensions administration
* Self administered pensions administration
* Financial services remediation work
* Property investment administration
* Financial or pensions ombudsman case management
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.We also offer a wide-ranging benefits package, which includes
* A generous pension contribution of up to 15%
* An annual performance-related bonus
* Share schemes including free shares
* Benefits you can adapt to your lifestyle, such as discounted shopping
* 24 days' holiday, with bank holidays on top
* A range of wellbeing initiatives and generous parental leave policies
This is a once in a career opportunity to help shape your future as well as ours.