Incident Resolution Specialist

1 day ago

Peterborough, Peterborough, United Kingdom Diligenta Full time
About the Role

We are seeking a highly skilled Incident Resolution Specialist to join our Corporate Incidents Team at Diligenta. As an Incident Resolution Specialist, you will play a critical role in reviewing and resolving corporate incidents for our clients.

Key Responsibilities
  • Coordinate communication among internal stakeholders, policyholders, advisors, and external clients, and organize meetings as needed.
  • Oversee the entire incident process, including investigation, analysis, planning, fixing root causes, and remediation for customers.
  • Handle regulatory reports and identify any breaches promptly.
  • Maintain inaccurate system records and update them as necessary.
  • Analyse data effectively and assess the impact on populations to determine required actions.
  • Identify recurring themes during root cause analysis and recommend solutions to internal stakeholders.
  • Assist with CI-related changes, from initial request through testing and feedback on Business Requirement Documents.
  • Maintain up-to-date knowledge of products, procedures, and systems to effectively manage Corporate Incidents.
Requirements
  • Strong knowledge of Life and/or Pensions products with expert knowledge in at least one area.
  • Good working knowledge of BaNCS.
  • Ability to learn and effectively navigate multiple computer systems and interrogate system specifications.
  • Excellent working knowledge of computer packages such as Microsoft Word, Excel, Project.
  • Strong analytical skills, ability to make sound logical decisions, understands the impact of key decisions.
  • Planning and organisation skills, ability to manage own workload effectively and plan and organise activities required for CI resolution.
  • Strong customer focus with excellent written and verbal communication skills.
  • Ability to work effectively under pressure.
About Diligenta

Diligenta is a leading provider of platform-based Life and Pensions Administration Services. Our vision is to be acknowledged as the Best-in-class provider, and we strive to deliver exceptional customer service. We offer a range of benefits, including a comprehensive pension scheme, private healthcare, and opportunities for career development and growth.

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