Transfer Guidance Specialist

4 months ago

Crawley, United Kingdom People's Partnership Full time

**Vacancy Name**
- Transfer Guidance Specialist

**Vacancy No**
- VN1215

**Employment Type**
- Full-Time

**Primary Work Location**
- People's Partnership - HQ

**Description**
- The Transfer Guidance team are looking for their next executive.

- Transferring out (retention of existing business)
- Transferring in (conversion of additional business)
- Additional contributions (conversion of additional business)
- Retirement (conversion from a pension saving to a pension income solution)
Key Responsibilities will include:

- Balance availability for inbound calls with proactively managing outbound call workloads via:

- Allocated data-lists (members requesting to transfer-out with a certain pot-size or based on
the category of the receiving entity)
- Call-back requests (based on a real-time calendar of available slots)
- When engaging with a member
- Check and validate their identity and make prescribed disclosures (e.g. calls recorded)
- When first engaging:

- Confirm their need and create a case on the system
- Ensure all contact details on the system are complete and up to date
- Ask questions and provide information and guidance to enable the member to make an informed decision on the benefits of:

- Keeping their ‘pot’ with TPP
- Transferring in other ‘pots’ to TPP (consolidation)
- Making additional contributions (lump-sum or regular payments directly to TPP or via their employer)
- Retirement (conversion from a pension accumulation to a TPP pension decumulation solution)
In order to be effective at this role you will:

- A good knowledge of pension accumulation and decumulation options and solutions.
- Be able to make sound, fair and compliant judgments to ensure the desired outcome for both the Company and customer.
- Be confident and experienced in dealing with factual and sometimes challenging customer interactions.
- Handle interactions to the highest standard of customer care and resolve them satisfactorily.
- Be able to work effectively and quickly despite ambiguity.
- Question existing working practices and help evolve better ways of working that produce better outcomes for customers.
- Have an ability to build and establish a prompt rapport with the customer.
- Be able to negotiate successfully with customers.
- Be able to handle a varying and demanding workload that, often, requires bespoke solutions.

**Perks**
- Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension - it’s what we’re good at - plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People's Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.

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