Pensions Service Expert

2 days ago


Bristol, Bristol, United Kingdom Arthur J. Gallagher & Co. (AJG) Full time
About Arthur J. Gallagher & Co.

Arthur J. Gallagher & Co., a leading insurance brokerage company, seeks a skilled Senior Member Experience Advisor to join their team. This role involves providing exceptional customer service and support to members with queries regarding their benefits within the pension scheme.

Key Responsibilities:
  • Manage pend processes, including issuing chasers, updating members, escalating non-responses, and auditing use of pends.
  • Support complaint management by acknowledging complaints, keeping members updated, and ensuring cases progress.
  • Process initial death cases, including indexing death cases received by phone, suspending pensions, and providing status updates for non-pensioners.
  • Perform outbound contact work to keep members and authorised parties up to date and follow up on CSAT reviews.
  • Offer bespoke member experiences based on their scheme enrolment.
  • Provide market-leading customer experience, service, and query resolution to all contacts.
  • Handle 3rd party contacts such as independent financial advisors and receiving schemes.
  • Work with your Team Leader to improve competency levels where required.
  • Peer review work of Member Experience Advisors and complete associated cases.
  • Monitor and report on real-time call flow and provide historical call reporting to illustrate trends and results.
  • Assist in call monitoring and quality assurance when required.


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