Pension Support Specialist
4 weeks ago
Pension Support Role Overview
As a Pension Support Specialist at Ceridian HCM, you will be responsible for providing specialist pension support to our customers via all channels, including email, phone, and webchat. Your key activities will include detailed statutory monthly pension reporting and ongoing pension support of varying complexities to our customers.
Key Responsibilities
- Effectively handle, manage, resolve, and log pension customer contacts received through a range of customer support channels in a timely and professional manner.
- Administer the statutory monthly pension reports for our customers.
- Meet all SLAs for pension subscriptions customers and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies.
- Provide technical support and assistance to pension customers throughout their contract lifetime.
- Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
- Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels.
- Have strong, up to date pension and product knowledge across the Tes brands to advise and add value to customers' experience and encourage engagement.
- Follow escalation procedures for technical pension and product development issues, liaising with internal and external partners.
- Weekend work may be required on an ad hoc basis during peak seasonal times which will be provided back as time in lieu.
- Previous Pension administration reporting or payroll customer support experience is essential.
- A professional pensions qualification is preferable but not essential.
- Able to project a respectable and professional image.
- Communicates clearly and confidently, both verbally and in writing.
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