Provide helpline support for a number of Client Projects regarding Scheme Benefit Changes, handling member queries via telephone and email, as required.
Assisting with day to day member pension plan queries over the phone and via email with the aim of resolving on first contact.
Resolve general Defined Benefit and Defined Contribution pension queries, as well as plan specific queries and technical queries.
Work with administration teams and consultants to follow up on queries not resolved in the first instance.
Follow-up with admin teams, consultants and members to ensure closure and satisfaction.
Refer members for Personal Financial Advice as appropriate and liaise with other colleagues to find a solution.
Encourage members to go online via the Mercer OneView website to complete actions where possible (change contributions, investment choices, personal details) and help them understand how to access their personal retirement plan information.

Pension Administration – Coordinator

Key skills