Retirement Specialists / Financial Customer Service Specialist

Retirement Specialists / Financial Customer Service Specialist

Belfast – Hybrid

We have an exciting opportunity for a Retirement Specialists / Financial Customer Service Specialist for our Destination Retirement Wealth solution, to provide a high level of customer support and accurate administration for our customers who engage with the Wealth service.

Destination Retirement is a digital ground breaking and innovative financial planning and advice service that can paint a picture of what an individual’s life after work could look like. Destination Retirement Wealth combines cutting-edge technology, data-driven insights, and human expertise to help clients achieve their financial goals. Its designed to appeal to a wide range of clients, who are looking for convenience, transparency, and value in their wealth management.

Our customers will be able to engage with our service through advised or self-selection routes. You will develop knowledge and skills to assist and identify where a customer may benefit from more help. You will work closely with our Platform provider, our Destination Retirement Team and internal Financial Advisors.

Key Responsibilities

• Play a pro-active part in onboarding and processing Destination Retirement Wealth clients into our services accurately and efficiently to ensure customers remain committed to completing the retirement journey through our service whilst ensuring customers receive the right outcome.

• Team delivery of our operational sales utilisation plan by personally achieving the individual qualitative and quantitative KPIs set

• Ensuring all customer Service Level Agreements and policy servicing activities are met and our customers’ expectations are managed timely and effectively

• Taking ownership of specific customer/partner/provider issues or queries to ensure a timely and appropriate resolution

• Creating, recording and updating promptly all customer data ensuring it remains accurate and compliant

• Treating internal and external customers fairly

• Establishing and maintaining effective working relationships with sales and administrative staff within the wider business, external providers and ceding schemes

Skills and Experience

• Experience in providing excellent customer service, both over the phone and in a post-sale or administrative environment

• Experience of working in the financial services industry (within a life and pensions environment desirable but not essential)

• Excellent verbal, written communication and interpersonal skills

• High attention to detail and accuracy

• Time management, planning and prioritisation skills to allow for workloads which are subject to constant change

• Clear focus on quality, service and results

• Flexible approach: ability to work on both own initiative or as part of a team in a fast moving environment and adaptable to any new processes required by the business

• Willingness to study for the Certificate in Financial Services (Life and Pensions) (desirable but not essential)

• Willingness to continue professional development to support career path as agreed with line manager (desirable but not essential)

Company Benefits

• A Competitive Salary, Pension Scheme and Life Assurance

• Along with 28 Days Annual Leave (plus bank) plus an Additional Day on us for your Birthday

• Private Medical Cover and Income Protection, just in case

• A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets

• Opportunity to progress within your career both in-role and within the company

• FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)

• A variety of Employee Funded Benefits available to you via our Online Benefits Portal

• Plus, several additional purchase options available for you and your loved one