Name:

Job title: Member Services Executive

Reports to: Team Leader

Direct reports: Nil

Indirect reports: Nil

Working relationships:

Internal:

All B&CE departments

External:

Customers (employers and individuals) and their representativesCompany Medical AdvisorOther Charitable BodiesRegulatorsProfessional Advisers Financial Services CompaniesInvestment ManagersGovernment bodies

Main Purpose:

Contribute to the Member Service function that supports B&CE business activities and actively support the growth and development of the function to enable achievement of business objectives. Administer and process all B&CE products and services and provide a high standard of customer service in line with procedural and regulatory requirements as well as business strategy. Operate within applicable regulatory/compliance responsibilities as set out in the Compliance Manual. Apply, embed and record the Treating Customers Fairly (TCF) culture and principles within area of responsibility.

Key Responsibilities:

Provide high levels of customer service to build customer loyalty, communicating meaningful and relevant information to individuals, employers, regulators, financial advisers, government offices, trustees, other agencies and internal business areas, as required.

Undertake all aspects of product administration for both individual and employer customers in line with service levels including processing activities and record maintenance.

Contribute to the development and improvement of the customer services processes including system development, automation, testing and production of appropriate internal guidance and procedures, by representing the team/department on cross functional projects as required.

Take personal ownership of customer enquiries, building a close rapport to identify unmet needs and promote company products in accordance with procedures and service levels, ensuring a complete record of all information gathered or given is maintained and any arising issues are identified and resolved.

Register complaints, errors, breaches and customer comments in accordance with company procedures.

Achieve objectives and targets set in line with required quality/quantity standards, pro-actively identifying and escalating any emerging issues as appropriate.

Liaise with other agencies to ensure compliance with the legal and regulatory aspects of the administration of B&CE products and services, including, where appropriate, the completion of reviews and returns.

Acquire information as necessary, liaising with other external parties as appropriate, to produce reasoned reports detailing your investigations and conclusions to provide a full picture of an issue for the managerial team or industry regulators when required.

Take responsibility for own learning and development, keeping up-to-date with all pension, product, policy, procedural and regulatory developments as well as wider industry awareness and make full use of available structured learning opportunities.

Maintain an understanding and appreciation of overall Company objectives/strategy, contributing towards Company Vision and Values.

Job Level What is required?

Level One A good understanding of Automatic Enrolment rules. A good understanding of The People’s Pension, EasyBuild and other types of pension arrangements.

Achieved sign off for at least 5 stages of processes relevant to your team

Qualifications: Working towards ‘Overview of Auto Enrolment’ module from PMI

Certificate in Pensions Essential’s (Level 3).

Signed off against T&C Framework (Level 1)

Level Two In addition to all Level One requirements (and passing Probation period, if relevant):

A good knowledge of all products administered within the Member Services department.

A broad understanding of at least 2 of the following processes: Small Pots Flexible Retirement Options General Enquiry requests Transfers In Transfer Out Opt Outs Merges Fund Switches/Glidepath changes

Qualifications: Achieve the Overview of Auto Enrolment’ module from PMI Certificate in

Pension Essentials (Level 3)

Working towards the CF1 -Certificate in Financial Administration qualification.

Signed off against T&C Framework (Level 2)

Level Three

In addition to all Level Two requirements.

A good working knowledge and understanding of all processes and products

administered within the Member Services department.

A detailed understanding of at least 2 of the following processes: Small Pots Flexible Retirement Options General Enquiry requests Transfers In Transfer Out Opt Outs Merges Fund Switches/Glidepath changes

Qualifications: Achieved the CF1 -Certificate in Financial Administration qualification.

Working towards FA2 - Certificate in Financial Administration qualification

Signed off against T&C Framework (Level 3)

Level Four In addition to all Level Three requirements.

An expert/trainer in at least 2 of the following: The People’s Pension EasyBuild Stakeholder Scheme TUTMAN Contracted Out Pension Scheme All Transfers Options at Retirement Death and Accident Claims General Enquiries Merges Loss/Gain calculations

Qualifications: Achieved FA2 - Certificate in Financial Administration (Successful

completion of the CF1 and FA2 will mean the individual is awarded – The Awarded in Financial Administration)

Signed off against T&C Framework (Level 4)

Job Holder Specification:

Formal Education: Educated to GCSE standard or equivalent

Experience:Experience in customer services or an administration environment.

Technical Experience:

Good working knowledge of Microsoft Excel and Word.Be prepared to study for any qualifications relevant to position.

Essential:

Be able to communicate information confidently, clearlyDemonstrate a positive attitudeExcellent spoken and written communication skillsGood attention to detailAccurate, numerate and computer literatureAbility to work under pressure and meet quality and performance targetsAbility to resolve customer enquiries/complaints Ability to work within a team to meet own and team targets with minimum supervisionAbility to prioritise own workOrganised and customer focused Ability to ‘self learn’ product knowledge and processes’

DesirableGood understanding of current pension and insurance legislation and products.Qualification CF1 and/or FA2 or equivalent.

Proven ability to: Work within team and meet challenging targets.

Personal Qualities:

Customer focused when dealing with a range of peopleAbility to work autonomously and as part of a teamNumerate with good attention to detail Excellent verbal and written communication skills Able to understand, interpret and apply informationOrganised, able to manage own workload and meet targets and deadlinesAbility to represent the organisation externally

Job Holder Signature: ______________________________________

Line manager Signature: ______________________________________

Date: ______________________________________