Wtw Global Delivery And Solutions
Location
Thane | India
Job description
- Communicate effectively with client/members via the telephone, remembering each caller will have a different level of understanding. Record each call as they occur.
- Consistently provide a quality customer experience to clients/members.
- Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader.
- Deal with queries and requests by the use of standard letters and reference to procedures.
- Recognise and escalate potential problem and potential complaint cases.
- Ensure complaints procedure is adhered to and that all complaints are immediately notified to Senior Administrator.
- Seek clarification where errors are made.
- Monitor own work flow to ensure service levels are achieved.
- Prioritise and manage own workload and maintain a rolling schedule of objectives.
- Accurately perform manual calculations.
- Know and live the firm s values.
Operations Management/Operational Effectiveness
- Participate and contribute in team huddles.
- Proactively support key initiatives that have been delivered to implement change.
- To ensure any feedback (including breach/errors) found in the process is informed to the team Manager instantly.
Relationship management
- Assist the wider team in more complex / project work when required.
- Accountable for own development, identifying and raising any learning needs with Administration Co-ordinator.
- Understand your role withinthe team.
- Support colleagues for holiday cover and workloadpeaks.
- Update and maintain skills matrix.
Qualifications:
Skills:
- Able to work to a high level of accuracy.
- Able to work well under pressureand meet targets.
- Interpersonal skills to includegood written and verbal communication.
- Customer and quality focussed.
- Computer literate.
- Pass at C or above for Maths and English at GCSE or equivalent.
- Experience in either DB or DC pensions administration is essential.
Knowledge/Experience:
0 - 2 years
Job tags
Salary