Purpose:

• • To have basic knowledge of Insurance and should be able to process Pensions transactions in line with the defined process on Low, medium and high complexity demands. Complete the action required on the demand within the required TAT ensuring the required level of accuracy & compliance requirements.

Roles and Responsibilities:

• • Reading and interpreting incoming documents
• • Analyze the request and identifying the correct procedure to be followed
• • Ensure is up to date with the Product Process & Systems Knowledge
• • Performance needs to be in line with the internal SLAs targets
• • Process work using a variety of different computer applications
• • Learning product and technical aspect which are not covered in training however expected to be learnt as skill development exercise e.g. completing online courses and studying online content
• • The role will require the majority of time spent working on a PC, using a variety of computer applications due to a different scenario, so a high level of computer literacy will be needed
• • Will need to write scenario-based emails/letters to customers in response to the queries/requests received from Customers
• • Identifying when it is not possible to process a request, and follow the appropriate hand-off procedures internally and to UK support teams
• • Ensuring that Compliance standards are met, regarding Data Protection/Financial conduct
• • Focus on customer service and aim for zero complaints

Soft Skills:

• Basic Computer literacy
• Typing Speed minimum 25 wpm
• Good comprehension of spoken & written English and interpretation into appropriate action and intended outcome
• Analytical Skills
• Excellent Spoken English & Written English Skills
• Ability to accurately capture both alpha and numerical data
• Good grasping ability and logical reasoning

Customer Satisfaction

• Aim for maximum Customer satisfaction
• Establish peer-to-peer relationships with the onshore and offshore business.
• Ensure complete, transparent and frequent communication with your supervisors
• Adhere to the communication plan and rigor as agreed with the business.