Pensions Administrator

WHO WE ARE:
interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
We've been helping investors for over 25 years. We've seen market highs and lows and been resilient throughout. We're now the UK's number one flat-fee investment platform, with assets under administration approaching £55 billion and over 400,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 40,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
WHAT WE STAND FOR:
It's simple we want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate about what we believe is right for our customers, our teams, ourselves and interactive investor.
PURPOSE OF THE ROLE:
We are recruiting for an Pensions Administrator to join our Pensions team. This Pensions Administrator role is responsible for the effective processing of tasks within the Pensions, this includes but not exhaustive to Sipp referrals, datafeeds, contributions, benefits, deceased, Pension Sharing Orders, PTA opening, PTA Valuations, PTA withdrawal, and day to day administration tasks. Ensuring accurate adherence to the departments policies, procedures and regulatory responsibilities.
This role will also include building good relationships with both internal departments and external stakeholders.
Responsibilities will include providing the highest quality service to our customers and answering queries from the Customer Services department and dealing with email/phone queries from customers that relate to Pension processes.
Requirements
KEY RESPONSIBILITIES:
Provide outstanding customer service to meet the requirements of both internal and external customers
Make customer contact via phone, email /letter/secure message to enable straight through processing, where appropriate
Timely and accurate processing of all customer documents and returned queries to ensure that customer's needs are met
Adherence to the regulations that apply to the area that you are working in
Responsible for the processing of all departmental administration tasks, with a high degree of accuracy
Escalate any unresolved issues to the Senior Administrators providing them with sufficient information to investigate the issue
Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality
Be part of the departmental telephone query team to support all queries and requests from internal customers, making external calls to customers as required
Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
Confident in delivering an efficient, consistent and high quality service to our customers at every interaction.
Ability to move between tasks and departments as business needs require
Maintain the organisation's first line of defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
Logging Risk events - Understanding Risk via training and documentation available.
SKILLS & EXPERIENCE REQUIRED:
Advanced ability to work in an environment which requires a high level of accuracy
Advanced organization skills to manage completion of daily task and meet exacting deadlines
Advanced communication skills (written and verbal) - ability to build rapport with customers and 3rd parties across all communication channels, maintain calm during pressurised situations, and share information in a clear and logical manner
Advanced problem solving skills
Advanced enthusiasm and willingness to learn new tasks
Advanced flexibility to move between different tasks and departments at short notice
Ability to work unsupervised
High degree of PC literacy - navigate a broad range of internal systems, ability to create Excel spreadsheets and formulae
Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently, including the timely completion of all mandatory and recommended Training.
Provide Management Information as and when required
Knowledge of the regulatory environment and associated risks that require managing.
Knowledge of the Financial Services Sector - specifically Wealth Management
Knowledge of the regulatory and legislative environment and associated risks that require managing
Understand the principles of Treating Customers Fairly
Understand the principles of Training and Competence
Understand the key drivers of Client Loyalty within a retail environment
Understand FCA rules in particular CASS rules
KEY RESPONSIBILITIES:
Provide outstanding customer service to meet the requirements of both internal and external customers
Make customer contact via phone, email /letter/secure message to enable straight through processing, where appropriate
Timely and accurate processing of all customer documents and returned queries to ensure that customer's needs are met
Adherence to the regulations that apply to the area that you are working in
Responsible for the processing of all departmental administration tasks, with a high degree of accuracy
Escalate any unresolved issues to the Senior Administrators providing them with sufficient information to investigate the issue
Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality
Be part of the departmental telephone query team to support all queries and requests from internal customers, making external calls to customers as required
Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
Confident in delivering an efficient, consistent and high quality service to our customers at every interaction.
Ability to move between tasks and departments as business needs require
Maintain the organisation's first line of defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
Logging Risk events - Understanding Risk via training and documentation available.
SKILLS & EXPERIENCE REQUIRED:
Advanced ability to work in an environment which requires a high level of accuracy
Advanced organization skills to manage completion of daily task and meet exacting deadlines
Advanced communication skills (written and verbal) - ability to build rapport with customers and 3rd parties across all communication channels, maintain calm during pressurised situations, and share information in a clear and logical manner
Advanced problem solving skills
Advanced enthusiasm and willingness to learn new tasks
Advanced flexibility to move between different tasks and departments at short notice
Ability to work unsupervised
High degree of PC literacy - navigate a broad range of internal systems, ability to create Excel spreadsheets and formulae
Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently, including the timely completion of all mandatory and recommended Training.
Provide Management Information as and when required
Knowledge of the regulatory environment and associated risks that require managing.
Knowledge of the Financial Services Sector - specifically Wealth Management
Knowledge of the regulatory and legislative environment and associated risks that require managing
Understand the principles of Treating Customers Fairly
Understand the principles of Training and Competence
Understand the key drivers of Client Loyalty within a retail environment
Understand FCA rules in particular CASS rules
Technical Expertise - Keep abreast of developments and changes in legislation.
Minimum of 2 years' experience working within an administration environment
Advanced time management and prioritization skills.
Advanced interpersonal, communication skills.
Intermediate capability to think clearly and creatively in delivering operational change in line with a defined strategy/vision.
Advanced ability to stay calm under pressure and display emotional resilience when handling difficult situations or conversations.
Intermediate MS Office Skills.
Advanced ability to deal with high volumes of processing work
PERSONAL ATTRIBUTES:
STRAIGHT TALKING MOVING WITH SPEED OWNING THE OUTCOME
Clear communicator
Strong team player
Demonstrated passion and drive for delivering the best outcome
Moving with speed - delivering faster and better
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