Member Helpline Administrator - Pensions (12 Month Fixed Term Contract)

Description: Mercer is seeking candidates for the following position based in our Cork or Dublin office on a 12 Month Fixed Term Contract basis:Member Helpline Administrator - PensionsWhat can you expect:JustASK is the contact centre for Mercer’s occupational pension scheme members and provides members with telephone support regarding their pension queries as well as various client projects.The successful candidate will join the JustASK helpline as part of the Plan Administration Department.The JustASK team focus on educating and supporting members as they plan for their retirement, throughout their working life.What you will be rewarded with:We provide a highly regarded and competitive package:Competitive salaryUp to 12% pension contributionFull healthcare coverStudy SupportFlexitime or flexistartSports & Social clubs/Wellness ProgrammePaid annual leaveTravel ticket/bike to work are optionalSubsidised canteen35 hour working weekWork from home 2 days a weekWe will rely on you to:Provide helpline support for a number of Client Projects regarding Scheme Benefit Changes and handling member queries via telephone.Assisting with day-to-day member pension plan queries over the phone with the aim of resolving on first contact.Resolve general Defined Benefit and Defined Contribution pension queries, as well as plan specific queries and technical queries.Work with administration teams and consultants to follow up on queries not resolved in the first instance. Follow-up with admin teams, consultants and members to ensure closure and satisfaction.Refer members for Personal Financial Advice as appropriate and liaise with other colleagues to find a solution.Encourage members to go online via the Mercer OneView website to complete actions where possible (change contributions, investment choices, personal details) and help them understand how to access their personal retirement plan information.What you will need to have:A working knowledge of pensions – both DB and DCProven experience working in a call centre settingExcellent customer service and telephone mannerAn ability to adapt a communication style based on the member’s needsAn ability to work in a dynamic environmentAn open attitude to learning new ideas/skillsBe flexible and be committed to the success of the teamWhat makes you stand out:QFA Qualification / LIA Pensions Diploma preferred or working towards pensions examsMercerMercer