Customer Service Representative (Financial Services)

Customer Service Representative - Financial Services

Department: Operations

Industry: Financial Services

Location: Carlisle | Onsite\Hybrid

Role Purpose

To provide high-quality administration and customer service support across the Financial Service's company's pension products and services. The role is responsible for processing customer requests and pension transactions accurately and efficiently, maintaining records, and ensuring compliance with regulatory requirements and company procedures.

Key Responsibilities

• Deliver excellent customer service to members, advisers and third parties.
• Process pension-related transactions accurately and within agreed service standards.
• Maintain accurate records and update internal systems as required.
• Manage incoming correspondence, workflow queues and emails effectively.
• Liaise with financial advisers, banks, financial institutions and pension scheme members.
• Ensure all work is completed in line with current legislation, regulatory requirements and company procedures.
• Maintain a high standard of accuracy and attention to detail.
• Identify and escalate any issues, risks or errors as appropriate.
• Work collaboratively with colleagues and support operational priorities across the business.
• Contribute to process improvements and continuous improvement initiatives.

Scope of Role

The role may support a variety of operational activities across the customer lifecycle, including the establishment and maintenance of pension schemes, processing financial transactions, administration of investments and benefits, customer servicing activities, and ongoing scheme administration.

Knowledge, Skills & Experience

Essential

• Previous administration and/or customer service experience.
• Strong external telephone/customer service experience is essential - confident handling calls from customers, advisers and other third parties, managing queries professionally and accurately.
• Strong attention to detail and accuracy.
• Excellent organisational and communication skills.
• Ability to manage workload effectively and meet deadlines.
• Good working knowledge of Microsoft Office applications.
• Professional, positive and customer-focused approach.

Desirable

• Experience within pensions, financial services or a regulated environment.
• Knowledge of pension products and pension administration processes.
• Understanding of regulatory and compliance requirements.

Personal Attributes

• Customer focused.
• Proactive and adaptable.
• Organised and reliable.
• Team player.
• Committed to delivering high-quality work.
• Willing to learn and develop.

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