Senior Retirement Specialist

The HUB Group have an exciting opportunity for Senior Retirement Specialist to  play a pro-active part in customers remaining committed to planning and completing the retirement journey through our Retirement Income Advice (RIA) service and also ensuring customers receive the right outcome by getting closer to our customers.

Who is HUB and Why Us? 
At the HUB Group (part of Just Group plc – a FTSE-250 company) we are focused on finding the right financial solutions for people approaching or in, retirement. Our purpose is to help people achieve a better later life. We provide advice on releasing equity from people's homes, turning pension savings into an income for retirement and funding long-term care.

We want to ensure all our people are supported to become subject matter experts within their chosen career field.  We’ll invest time in developing you and your career goals through our career development frameworks.  Not only does your salary increase, will you also be provided with technical and skills development training and have access to on demand learning and opportunities to upskill within your career field or multiskilling into another part of the business. 

Do you have Diploma Level 4 exams? Or completion of one of RO1, RO2 & RO4 with aim to the level 4 Diploma within 24 months - if yes we want to hear from you. 

A full induction and training programme is offered, enabling you to deliver an exceptional customer experience and when you have successfully passed your probation period you can split your working month 50% between the office and home. 

Your role will be to support our  customers through the end to end Retirement Income Advice (RIA) journey from support through the journey, the fulfilment of the advice recommendation including transacting and continuously through the lifetime of the relationship with the Customer, which can include telephone, email or web-chat support. Your role will also support customers with regular payments, annual reviews and any other additional support required by the customer

Key Responsibilities:

• Ensuring all customer Service Level Agreements activities are met and customers’ expectations are managed timely and effectively.

• Ensuring proposition and product knowledge remains appropriate to ensure the customer maintains a strong level of understanding of our service, its scope and any products that are bought through RIA service.

• Recognise when customers are vulnerable or do not understand detail and therefore require additional explanation or repetition.

• Take ownership of specific customer/partner/provider issues or queries to ensure a timely and appropriate resolution.

• Create, record and update promptly all customer data ensuring it remains accurate and compliant.

• Ensuring that all system inputs upon which the suitability report will be based reflect the customer’s personal and financial situation, addressing any red flags or inaccuracies.

• Preparing any information that supports suitability report for the Retirement Adviser’s review before it is sent to the customer.

• Ensure all regulatory and compliance standards are met.

• Establishing and maintaining effective working relationships with sales and administrative staff within the wider business, external providers and ceding schemes.

• Developing and maintaining knowledge of the ‘Retirement market’, Owned Distribution propositions/products and supporting legislation, Company Policies and Procedures.

• Identifying any potential areas of risk and working with management and team to understand how these can be appropriately mitigated.

• Identifying and make suggestions of where improvements can be made in business procedures closing gaps between business operations and customer needs.

Skills and Experience:

• An essential requirement is Diploma Level 4 exams – completion of one of RO1, RO2 & RO4 with aim to the level 4 Diploma within 24 months.

• Demonstrable telephone based support, customer support and administration experience.

• Demonstrable experience of working in the financial services industry – preferably within a life and pensions environment ideally with experience of communicating directly with customers.

• Essential experience for this role is working in a Financial Advice firm or role, particularly supporting an Adviser or paraplanning.

• Excellent attention to detail and ability to process all information quickly and accurately.

• Strong time management, planning and prioritisation skills to allow for workloads which are subject to constant change.

• Ability to work as part of a team in a fast moving environment.

• Clear focus on customer outcome, quality, service and results.

• Excellent communication skills – with the ability to communicate information across different media (e.g. telephone, web-chat, email) recognising vulnerability; capable of regularly translating complex information in clear, concise and simple language.

• Willingness to complete the Certificate in Financial Services (Life and Pensions).

Company Benefits:

• Competitive Salary, Pension Scheme and Life Assurance

• 28 Days Annual Leave plus an Additional Day on us for your Birthday

• Private Medical Cover and Income Protection, just in case

• A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets

• Opportunity to progress within your career both in-role and within the company

• FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)

• A variety of Employee Funded Benefits available to you via our Online Benefits Portal

• Plus, several additional purchase options available for you and your loved ones