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Customer Service Representative – 12 month FTC
Marsh McLennan. Respond to incoming calls and emails from DC and DB pension plan members and pensioners .
About the role
Key responsibilities & impact- Respond to incoming calls and emails from DC and DB pension plan members and pensioners
- Provide helpline support for client projects via telephone and email
- Provide accurate information about pension plan benefits and related topics
- Resolve member queries on first contact where possible
- Assist members with online platforms and self-service tools
- Refer members for Personal Financial Advice and liaise with colleagues
- Troubleshoot and resolve member issues
- Document interactions and maintain accurate member communication and case records
- Collaborate with pension administration and client consulting teams to escalate and resolve complex issues
- Stay up to date with industry regulations
- Identify process improvement opportunities and contribute to team best practices
Requirements
What you’ll need- Strong verbal and written communication skills
- Ability to convey complex information clearly and concisely
- Confidence handling challenging conversations and diffusing difficult situations
- Detail-oriented with strong organisational skills
- Ability to manage multiple tasks and prioritise workload effectively
- Ability to work independently and as part of a team
- Strong work ethic and commitment to team goals
- Flexibility to work in a fast-paced environment with shifting priorities
- Adaptability to changing business needs
- Positive attitude, empathy, and genuine desire to support pension plan members
- Proficiency with computer systems and software applications, including Microsoft Office Suite
- Previous customer service experience, preferably in a call centre or email support environment, desirable
- Basic knowledge of DC and DB pension plans, including plan provisions, investment options, and regulatory requirements, advantageous
- Strong desire to learn
- Passion for delivering exceptional customer service
Benefits
Comp & perks- Professional development opportunities
- Interesting work and supportive leaders
- Vibrant and inclusive culture
- Flexible work environment
- Benefits and rewards to enhance well-being
- Hybrid work with remote flexibility and collaboration, connections and professional development benefits of working together in the office
- Full training provided
- Support toward QFA Qualification / LIA Pensions Diploma