About This Role

• Enter into written and telephone correspondence with customers and other areas in the business to resolve problems
• To identify potential issues and be pro-active in identifying solutions
• To maintain a high level of customer focus at all times
• To comply with relevant legislation such as the Data Protection Act/ Pension Scams Legislation and be vigilant against such things as Money Laundering
• To update systems and obtain the correct information from within the company
• To contact other areas of the business and third parties who fail to respond to earlier correspondence
• To liaise with third parties (IFA’s, Solicitors, Banks, Insolvency Service etc.) to obtain information to enable the claim to proceed/information to be provided
• Make sure that all line of business systems are used and updated correctly
• To meet departmental targets for output and quality
• To act as focal point / subject matter expert and deal with more complex customer enquiries
• To liaise with actuarial / technical/FCU/ Phoenix to ensure compliant processes are in place
• To develop training plans and deliver coaching and develop the team as appropriate and relevant
• Work collaboratively with other team members in resolving quality and or operational risk issues to ensure no detriment to the client, policyholder or Diligenta
• Conduct document testing and SOP reviews
• Carry out CI rectification work
• Undertake remedial actions following from audits
• Carry out root cause analysis of complaints and audit errors
• Undertake continuous improvement initiatives
• Able to decide how to correctly process a customer service request, by referral to the correct procedure guide
• Able to carry out Data Protection over the phone and proceed with a payment/request for information.

• Minimum of 5 GCSE’s to include Maths and English C and above (or equivalent) or relevant experience
• Full life and pensions product knowledge
• Knowledge and application of line of business systems and processes including workflow
• Ideally 2 years (or equivalent) customer service experience in a financial services role
• Understanding of Complaint handling standards, processes and procedures
• Knowledge of Computer packages such as Microsoft Word
• Strong customer focus and customer skills, ability to put yourself in the customer’s shoes and communicate information and decisions with empathy
• Good written and telephone skills, possessing a confident, professional manner
• Ability to take on board product and process knowledge and apply it quickly. Ability to acquire a clear understanding of Pensions processes, legislation and calculations
• Ability to learn and effectively navigate multiple computer systems and operate various processes. Good BaNCS knowledge and knowledge of the relevant accounting processes linked to the appropriate systems and processes.  Ability to maintain and challenge procedures
• Ability to work effectively under pressure, self-motivated, able to work unsupervised and achieve targets set. Reliable with good time-keeping record
• Flexibility and adaptability
• CF1 or equivalent, FA1 or FA2 or FPC2 (desirable but not essential)

The hiring manager to contact is: Laura Pickering Email: laura.pickering@diligenta.co.uk

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