Senior Administrator

Overview MUFG Retirement Solutions connects millions of people with their assets, including equities, pension and superannuation, investments, property, and other financial assets. We do this by partnering with thousands of financial market participants to deliver services, solutions and technology platforms that enhance the user experience and make scaled administration simple. We help manage regulatory complexity, improve data management, and provide the tools to connect people with their assets, leveraging analysis, insight, and technology. Our customer experience and the delivery of the right outcomes are at the core of what we do and are the centre of the service we aim to provide. Through streamlining processes and removing duplication, we work to provide our team with the right tools and information to allow them to focus solely on the customer experience. Our approach has led to us growing our business since its UK inception in late 2019 from zero members to nearly 2m members using our platforms, we have an open target of reaching 10m members by 2026. Key Accountabilities and main responsibilities

• You will be handling our member enquiries via email, letter and telephone, providing a great customer experience.
• The role will require you to meet our customer expectations by providing a market leading customer centric service which builds excellent relationships.
• Demonstrate care and empathy for our customers and their needs when handling customer enquiries.
• Achieve high standards of quality, efficiency, and productivity.
• Build and maintain relationships through the delivery of member requests within timeliness standards set.
• Take personal responsibility for meeting deadlines and resolving member concerns.
• Demonstrate adherence to customer focus and conduct policy.
• Demonstrate flexibility and collaboration towards meeting customer and business needs.
• Being able to help and support other members in the team and be a point of contact for any complex queries.
• Be able to take on ringfenced niche cases that require a more varied skillset and attention to detail.
• Help with investigating, understanding and providing solution to problems.
• Be cross -skilled which will lead to the ability of checking and understanding different aspects of work eg. retirements cases, death cases, drawdown cases, switches, ill health cases, complaints

Experience & Personal Attributes