• Self-Invested Servicing SME

    Job Locations UK-Edinburgh
    # of Openings
    Position Type
    Permanent Full-Time
  • Role Description

    To administer pension business within Customer Services, providing a high standard of service to our customers by ensuring strong service levels and quality standards are maintained. Supporting colleagues with technical, compliance or complex queries and providing ongoing coaching and training as appropriate. Supporting your team manager and Senior to ensure the smooth running of the team.



    • Ensure an excellent understanding of the products administered to ensure our customers receive the optimum level of service.
    • Motivate colleagues and encourage teamwork to ensure effective and courteous handling of all customer communications, manage customers’ expectations and fulfil any promises made and ensure any customer dissatisfaction is highlighted immediately to team management.
    • Completion of daily allocated work and tasks, ensuring annual average productivity levels agreed are delivered and, where required, allocate work to the team ensuring completed within agreed service standards.
    • Consistent achievement of agreed quality auditing standards and maintain process accreditation, and complete quality auditing as required on behalf of the team, providing constructive feedback and coaching on any errors identified to prevent reoccurrence.
    • Work and financial transactions processed, and authorised, within control guidelines to minimise risk of customer dissatisfaction/breaches, taking responsibility for any dissatisfaction/breaches caused and using as an opportunity to improve the customer experience and avoid re-occurrence.
    • Demonstrate and evidence commitment to improving the customer experience by continually reviewing processes and identifying possible areas for improvement, identifying where costs can potentially be reduced, as this may allow for investment in other areas that can benefit the customer/company.
    • Using skills and experience provide training for key processes to other team members as requested. Provide support and guidance to colleagues with process, product and technical queries, ensuring compliance with procedures to enhance the performance of the team, ensuring technical and process updates are appropriately communicated, process guides reviewed and updated in a timely manner and contributing to project work as directed.
    • Ownership of personal development to enhance skills and experience.
    • Fully participate in Internal/External Client meetings/Workshops and Audits as required.
    • Comply with the Training and development standards and requirements as outlined in FNZ's T&D Framework, including CPD.

    Experience Required

    • Strong pension product and administration experience.
    • Good understanding of regulatory requirements.
    • Strong verbal and written communication skills.
    • Flexibility and adaptability to cope with change.
    • Planning, organisational and prioritisation skills.
    • Excellent ability to coach and train colleagues.
    • Qualification relevant to the financial services industry is desired.
    • Previous experience of working within an administration/customer service environment.
    • Excellent customer behaviours – ownership, empathy, resolution.
    • Strong attention to detail.
    • Ability to innovate and suggest improvements.
    • Ability to manage your own time and deliver to deadline.



    About FNZ

    FNZ is a global FinTech firm, transforming the way financial institutions serve their wealth management customers.  We partner with banks, insurers and asset managers to help consumers better achieve their financial goals.  The business has grown rapidly in recent years, as its institutional customers have used FNZ’s platform to improve transparency, choice and drive down long-term costs for consumers of wealth management products across all segments: from mass-market workplace pensions to mass-affluent and high-net-worth clients.


    Today, FNZ is responsible for over £330 billion in assets under administration (AuA) held by around 5 million customers of some of the world’s largest financial institutions, including Standard Aberdeen, Santander, Lloyds Bank, Vanguard, Generali, Barclays, Quilter, UOB, Aviva, Zurich, UBS, BNZ, Findex and FNZC. In total, FNZ partners with over 60 financial institutions across the UK, Europe, Australia, New Zealand and South-East Asia.  The company has over 1,400 employees in the UK, Czech Republic, Shanghai, Singapore, Australia and New Zealand.


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