At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.
The Role
You will be responsible for providing the day-to-day administration services to a portfolio of members within the Smart Pension Master Trust and also specialising in the delivery of Smart Retire services. The services are wide ranging and interesting topics and ensure fair customer outcomes in accordance with our regulatory requirements and company policy, collaborating with the wider business and external parties as required.
We're looking for someone who will be flexible and adaptable to changing business needs and who is keen to embrace continuous improvement to process amidst an ever-increasing customer portfolio.
Responsibilities
- Responsible for completing a wide range of day-to-day pension administration services with focus on member administration and support services associated with Smart retirement services.
- Conduct routine audit of records and systems to demonstrate effective Key Performance Indicators (KPI’s), address emerging issues and or trends.
- Following Pension Scam guidelines to ensure members pension savings are safe
- Investigate and take personal responsibility for platform complaints to ensure fair customer outcomes. Engaging with subject matter experts, escalating to senior stakeholders where appropriate and resolving complaints in a timely manner.
- Demonstrate care and empathy for the customer and intermediary in handling customer enquiries in line with the Smart Hallmark. Engaging with customers and external parties via telephone when required.
- Facilitate and champion change through flexibility and personal commitment, with ownership of initiatives.
- Maintain and deliver individual objectives against Smart’s corporate goals, driven through your own Individual Development Plan
- Build and maintain a comprehensive level of functional and technical knowledge relating to both internal processes, legislative changes and relevant pension regulation.
Requirements
The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:
- Experience in a financial services environment, ideally DC pension experience.
- CII CF1 and FA2 qualifications preferred or be willing to complete.
- Ability to work to a set of policies and performance standards.
- Customer centric mindset and preferably experience of working in a customer services environment.
- Accepts and tackles goals with enthusiasm.
- A team player with a willingness to ‘roll sleeves up’ to achieve goals.
- Good communication skills and logical thinking
Who we are
We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud-native digital platform is revolutionising how people around the world think about, and save for, their retirement.
At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing world-class technological solutions, working with – and learning from – like-minded people.
You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.
Don’t just take our word for it – you can see what our colleagues say about working at Smart on the Great Place To Work website, LinkedIn Life and Glassdoor.
Benefits
At Smart, one of the eight principles we work to is “We want happy and good people in our team”. We created a list of benefits that helps us achieve this goal:
- 25 days’ holiday per year, increasing with length of service.
- Hybrid working - typically 2 days per week from our London office (office rota applies).
- £500 annual training budget to spend on your professional development
- Extensive private healthcare, including dental, eyecare and EAP
- Enhanced sick leave (three months’ pay per year)
- Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid)
- Death in service insurance cover
- Fully-paid five-week sabbatical after five years of employment
- In office wellbeing, such as manicures, massages and barbers. We also serve free lunch, breakfasts and social drinks weekly.
- Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist. They offer unique hand-tied bouquets, luxury flowers, letterbox flowers, plants and gifts to spend on friends and loved ones or even for yourself.
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