We have an exciting opportunity for a Senior Retirement Specialist to play a pro-active part in customers remaining committed to planning and completing the retirement journey through our Retirement Income Advice (RIA) service and also ensuring customers receive the right outcome by getting closer to our customers.
You will support our customers through the end-to-end Retirement Income Advice (RIA) journey, including the fulfilment of the advice recommendation, transacting, and providing continuous support throughout the lifetime of the relationship with the customer. This can include telephone, email, or web-chat support, regular payments, annual reviews, and any other additional support required by the customer.
Key Responsibilities:
1. Ensuring all customer Service Level Agreements activities are met and customers’ expectations are managed timely and effectively.
2. Ensuring proposition and product knowledge remains appropriate to ensure the customer maintains a strong level of understanding of our service, its scope, and any products that are bought through the RIA service.
3. Recognising when customers are vulnerable or do not understand details and therefore require additional explanation or repetition.
4. Taking ownership of specific customer/partner/provider issues or queries to ensure a timely and appropriate resolution.
5. Creating, recording, and updating promptly all customer data ensuring it remains accurate and compliant.
6. Ensuring that all system inputs upon which the suitability report will be based reflect the customer’s personal and financial situation, addressing any red flags or inaccuracies.
7. Preparing any information that supports the suitability report for the Retirement Adviser’s review before it is sent to the customer.
8. Ensuring all regulatory and compliance standards are met.
9. Establishing and maintaining effective working relationships with sales and administrative staff within the wider business, external providers, and ceding schemes.
10. Developing and maintaining knowledge of the ‘Retirement market’, Owned Distribution propositions/products, and supporting legislation, Company Policies, and Procedures.
11. Identifying any potential areas of risk and working with management and team to understand how these can be appropriately mitigated.
12. Identifying and making suggestions of where improvements can be made in business procedures closing gaps between business operations and customer needs.
Skills and Experience:
1. Diploma Level 4 exams – completion of one of RO1, RO2 & RO4 with aim to the level 4 Diploma within 24 months.
2. Demonstrable telephone-based support, customer support, and administration experience.
3. Demonstrable experience of working in the financial services industry – preferably within a life and pensions environment ideally with experience of communicating directly with customers.
4. Previous experience working in a Financial Advice firm or role, particularly supporting an Adviser or paraplanning.
5. Excellent attention to detail and ability to process all information quickly and accurately.
6. Strong time management, planning, and prioritisation skills to allow for workloads which are subject to constant change.
7. Ability to work as part of a team in a fast-moving environment.
8. Clear focus on customer outcome, quality, service, and results.
9. Excellent communication skills – with the ability to communicate information across different media (e.g. telephone, web-chat, email) recognising vulnerability; capable of regularly translating complex information in clear, concise, and simple language.
10. Willingness to complete the Certificate in Financial Services (Life and Pensions).
Company Benefits:
1. A Competitive Salary, Pension Scheme, and Life Assurance.
2. Along with 28 Days Annual Leave plus an Additional Day on us for your Birthday.
3. Private Medical Cover and Income Protection, just in case.
4. A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets.
5. Opportunity to progress within your career both in-role and within the company.
6. FREE access to the Headspace App, a 24/7 Employee Assistance Helpline, and Trained Physical & Mental Health First Aiders (On-Site).
7. A variety of Employee Funded Benefits available to you via our Online Benefits Portal.
8. Plus, several additional purchase options available for you and your loved ones.
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