Customer Operations Executive – Pensions

Role Overview

• Manage the end-to-end pension transfer process for our customers, either via the electronic transfer portal or manually, including processing Letters of Authority and payments
• with speed, accuracy and care.
• Answer queries from current and prospective Moneybox Pension customers via in-app chat, email and telephone.
• Build genuine relationships with customers, keeping them fully informed on the progress of their transfer and helping them to understand and feel confident in the Moneybox pension product.
• Proactively reach out to customers at key moments in their pension journey to educate, reassure, and make them feel genuinely looked after.
• Liaise with providers via phone or email to follow up on any pending or slow transfers, representing Moneybox professionally and persistently.
• Assist customers with locating their lost pensions and utilising our Provider Search tool.
• Process cancellation and withdrawal requests.
• Capture, review and escalate customer feedback, monitoring through to completion and ensuring both the customer and wider team are updated.
• Support the Retirement Product Team with customer initiatives and product development.
• Liaise with Investment Operations, Compliance and Retirement Product teams to continuously improve our operational processes.
• Contribute to or solely represent the pensions team with company-wide projects.
• Support the documentation and feedback of metrics around transfers to allow for constant review and optimisation.
• Support other operations and support teams during busy periods or times with low coverage

Requirements

• Excellent written and spoken English
• Ability to work well both individually and as part of a team
• Good analytical and problem-solving skills
• Great communication and listening skills
• including confidence on the telephone
• Meticulous attention to detail
• Previous experience in a customer service and/or operations role is a bonus

Benefits

• Hybrid working policy with 2 days in the London office and 3 from home
• Commitment to inclusion, diversity, and equity