Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customer and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range queries using the interactions to build strong relationships to develop trust in our business. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.
The WI Bereavement Services team supports and maintains pension administration services for a wide range of corporate clients. The nature of the service provided includes full support to pension scheme members at all stages of the administration life cycle through to specialist support to trustees and members for specific task delivery.
Purpose of your role
The WI Bereavement Services team process & check retirement, bereavement and divorce cases for members of DC Full Service Schemes. Successful candidates will be expected to:
Process and / or check sales and / or information packs, and other ad-hoc requests, across one or many of the journeys listed above
Be a part of a dynamic team, each of whom is considerate of, and engages with delivery of overall team and customer requirements
Accurately processing financial transactions for bereavement & divorce cases with potential for cross-over into retirement work.
Some of the daily tasks you will complete on bereavement & divorce will include checking & processing; sales/payments within a 24hr turn-around, invoicing, Pension Sharing Orders, updating members' details as per death notification, responding to enquires from high-net worth clients via email & scrupulously checking legal documentation in-line with Fidelity's standards to ensure we are being compliant.
Ensure all allocated work is processed or checked in a timely manner, working towards set targets whilst also avoiding exposure to unnecessary risks in market movements when dealing with financial transactions, or processing invoices and sales.
To check work with a high level of accuracy and consistency whilst also working at a productive pace.
Adherence to team Key Performance Indicators including quality, productivity, error rates, and contribution above business as usual (BAU) objectives
To have a pro-active, flexible approach with regard to types of tasks to be completed and queries to respond to
To have engagement with non-BAU activities such as mailbox management and raising innovative ideas to improve process efficiencies.
Ability to organise the day to day planning of workload for yourself and for the wider team as required - a dynamic and proactive approach is expected with individuals having consideration for the overall team objectives
To support other team members with queries in the absence of managers
To support management gathering data to be used for reporting and project work
Contribution towards keeping all internal materials used across teams up-to-date and providing your manager with relevant feedback regarding training materials, with a view of making training inclusive of all learning styles.
Experience and Qualifications Required
You should be an enthusiastic, engaged and driven individual, who has a desire to achieve outcomes at a team level. You should be inquisitive and questioning, with a desire to learn, whilst also being able to operate with logic and practicality.
Flexible and Adaptable - responds rapidly to changing agendas. Able to re-prioritise and organise effectively, at an individual and team level
Communicator - effective written and verbal skills, with excellent attention to detail. Emphasis on communicating face-face where possible
Decision Maker - a proactive problem solver who is solution orientated with a good use of initiative
Numerate and computer literate - Mathematically minded along with Excel, Word and PowerPoint skills
Accuracy - Attention to detail in all aspects of service delivery, documentation and reporting
The ability to question internal processes and encourage improvement
Digitally Focused - align with a technology first way of working that will enhance the departments' efficiency
Developmental Drive - exhibit passion regarding your own development & comfortable with constructive-criticism