- Evaluate and log, where instructed, incoming enquiries, ensuring that required actions are accurately recorded on workflow system in a timely manner.
- Support processing of team workloads through to conclusion in accordance with established procedure, ensuring that all work is subject to appropriate peer review and sign-off. Respond to enquiries using established standard templates. Calculate and settle member benefit entitlements using automated calculation routines, where in place. Create and maintain scheme membership records on the administration system(s). Ensure that work requiring 3rd party involvement is suitably diarised and chased. Assist in peer review of agreed work-types.
- Manage workloads to ensure that agreed service standards or targets are met. Assess workloads and propose/agree priorities with senior team members. Act proactively in escalating any concerns in being able to meet service standards or targets.
- Field inbound telephone and email enquiries, ensuring that appropriate verification checks are undertaken. Refer any dissatisfied callers or complaints to a senior team member or colleague.
- Prepare and collate periodical or ad-hoc client information/reports as directed. Ensure charging of non-contractual requests are highlighted and recorded appropriately.
- Undertake scheme event activity or project preparations/actions. Agree an appropriate plan to meet agreed delivery date with a designated senior team member, with established review milestones to ensure progress remains on-track.
- Develop technical competency in self and others. Attend/read internal technical briefings, questioning any unclear aspects or impact on client-base where necessary, and support the implementation of any required changes to practice or procedure. Establish a detailed insight of the client(s) benefit structure using formal scheme documentation and ensure that internal summaries and documentation is maintained. Provide on-team training & support to other pensions administrators/trainee administrators.
- Adhere to Broadstone staff policies and procedures at all times.
- To accurately record own time, as appropriate, to support client billing activities.
- Additional tasks that may be reasonably required from time to time.
- Good communication skills, both verbal and written.
- Written work is presented in a logical and organised way.
- Strong analytical and numerical ability – able to analyse, evaluate and interpret data.
- Able to work on own as well as being an influential and participative team contributor.
- Comfortable in multi-tasking.
- Demonstrates an openness to feedback and in clarifying information received.
- Demonstrates a hunger for personal development and ambition to progress. Eager to experience new tasks and embraces the opportunity to expand skillset Seeks to develop others towards self-sufficiency in all core processes Approachable and supportive when dealing with others
- Exudes enthusiasm and presents a positive outlook/attitude. Is conscious of the impact of their behaviour. Acts as a role-model for trainee administrators Establishes relationship foundations internally and with regular client contacts
- Astute in observing own training needs and proactively seeks support or guidance.
- Forges strong working relationships within the team group.
- Shows initiative and confidence, highlighting observations of team/process inefficiency or potential improvement ideas.
- Aspires to provide a high-quality service and achieve KPIs, both personally and collectively.
- Able to gauge personal capacity and prioritise assigned workloads.
- Educated to A Level standard or equivalent.
- Previous experience carrying out a similar role with a third-party administrator or in-house occupational pension scheme.
- Studying towards or completion of professional qualifications ( the PMI's Certificate in Pensions Calculations and/or Advanced Diploma in Retirement Provision).
- Adhere to all relevant laws & regulations, and Broadstone Policies & Procedures.
- Achieve a good standard of ethical behaviour, do the right thing at all times.
- Comply with all relevant professional standards.
- Comply with the FCA's requirements in relation to the Senior Managers & Certification Regime, Treating Customers Fairly and the new Consumer Duty.
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Pensions Administrator - Sheffield, United Kingdom - Broadstone
Description
The vacancy
Role Purpose
The provision of pension administration services to clients in line with established procedures and control frameworks.
Key Accountabilities
Key Behaviours & Competencies
Technical Knowledge and Professional Qualifications
Required
Recommended
Overarching Obligations
