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SalaryJob Title: Employee Benefit Administrator - UK
Job Family: Customer Services
Location: Birmingham
Reports to: Head of Customer Services
Summary: The main responsibility of an Employee Benefit Administrator is to support clients,
Account Managers and Consultants with excellent customer service, providing administrative support and
taking ownership of all areas of client service delivery.
Essential Duties and Responsibilities:
- Gathering information - liaise with product providers, human resources, other third parties as
well as conducting client research consisting of in-depth analysis of many different types of
financial contracts
- Client servicing - respond promptly to client enquiries, in line with agreed levels of service,
regarding their existing arrangements, renewals and any changes in circumstances. Oversee
project work where required
- Implementing new clients - supporting Consultants and Account Managers to onboard new
clients ensuring the benefit package meets the clients needs and all reports / market analysis /
account manager process guides / summary of benefits are produced accurately within agreed
timeframes
- Teamworking - work in conjunction with the relevant Consultant to ensure that client
expectations are exceeded in terms of the service levels and information provided
- Adhere to Standards - work in line with the agreed minimum standards and process
guides for Account Management to ensure that all clients receive outstanding customer service.
- Account development/new business generation - generate market intelligence and key
information regarding potential new opportunities to develop clients and increase the
portfolio ensuring this information is promptly recorded and passed onto the relevant person
- Updating system - keep the back-office system up to date with client information and
provider contacts to ensure that high levels of customer service are delivered. Ensuring that
all commission/fee expectation information is recorded correctly and in line with the
minimum standards
- Attending client meetings/conference calls both with Consultants and individually as
appropriate
- Client reviews - producing detailed policy summaries, recommendation reports and portfolio
valuations for client review meetings ensuring appropriate sign off has been obtained and
clients receive the most up to date and relevant information and guidance
- Compliance - ensuring that all activities are fully compliant to protect client interests and Technical expertise - ensure knowledge is refreshed and up to date concerning products,
liaising with Head of Risk as well as Providers
- Professional development/CPD - keep up to date with professional development, including
working towards the relevant qualifications and recording this in the correct manner
- Train and mentor new starters - be part of the team to support new members, allowing them
to shadow work and offering expertise and insights into clients, how we work and the external
market
- Management Information - provide accurate and clear management information to AM Team
Leader as required
Compliance Responsibilities:
- Comply with the Financial Services and Markets Act 2000 and the relevant FCA rules at all times
- Comply with the relevant compliance, Treating Customers Fairly, Training & Competence and,
financial crime (anti-money laundering, data security, anti-bribery, fraud and corruption)
procedures of the firm at all times
- Keep up to date with all relevant product, legislative and technical changes, as required
- Follow appropriate ethical standards within the firm at all times
Requirements:
Customer orientation
Display a positive attitude and behaviors, demonstrating an awareness and willingness to respond
to customers to exceed their needs, requirements and expectations. A passion for delivering customer
service excellence, going over and above.
Strong communicator
Able to express themselves clearly and positively, both verbally and in written communication. Excellent
listening skills, always checks administrative work.
Excellent organiser - including time management and prioritisation
Prioritises customer needs above all else. Manages own time effectively and able to manage the
expectations of other stakeholders regarding delivery timescales.
Activity oriented
Works at a fast pace but doesn't sacrifice attention to detail, enjoys being busy.
Problem solver/innovative
Capable of developing innovative solutions for clients using knowledge and research skills as well as
liaising across teams to deliver solutions. Brings new ideas to the table.
Education and/or Experience:
Employee benefit product knowledge is required.
BA or BS degree preferred or equivalent experience.
Certificates, Licenses, Registration: None
Physical Demand:
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. While performing the duties of this Job, the
employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is
frequently required to reach with hands and arms. The employee is occasionally required to stand and
walk. Specific vision abilities required by this job include close vision and distance vision.
