Retirement Relationship Manager

08 Oct 2016
05 Nov 2016
Contract Type
Full Time
The Retirement Relationship Manager ( RRM ) is responsible for ensuring that pension scheme members who are considering retiring are placed in the most informed position possible so that they make the best decision for their own circumstances.
This will be done by a structured program of proactive telephone and email contact which will begin 6-12 months before a member is due to retire or on a member request of an early retirement illustration and will educate the member as to their options then guide them through to the execution of their decision.
The RRM will also have members transferred to them live from our Call Centres who are considering retiring and would like to discuss their options.
Through demonstrating JLT's service touch, RRMs will identify members who may benefit from financial advice and where appropriate, will refer these members to our Wealth Management colleagues.
This is a non-advised role and will be covered by a T&C Scheme

Main responsibilities and Accountabilities

* Deliver an effective and efficient telephone service to all members who meet defined triggers for the RRM Team
* Ensure all members who are within the RRM scope come to their retirement decision in an as informed position as possible, as to their choices.
* Make sense of the changing pensions environment and be able to relate changes to a member's circumstances
* Open up effective dialogues, overcoming objections, so that members engage with our journeys
* Achieve desired outbound contact rates amongst our target members
* Identify appropriate opportunities to introduce our financial advice team or JLT's non advisory annuity/drawdown services .
* Recognize and address any areas of member vulnerability as defined by JLT and within the parameters of the relevant FCA guidelines
* Role model our TCF principles in every customer interaction you have
* Comply with all aspects of our Training & Competency scheme
* Achieve then maintain all areas of relevant professional competency including, where appropriate, formal qualifications
* Adhere at all times to your non advised status
* Achieve call handling time appropriate for member journey and circumstances
* Carry out responsibilities in accordance with JLT policies and procedures
* Maintain accurate MI and customer records
* Proactively assess all aspects of your working processes to identify then shout out any areas of operational risk

Experience and Education Requirements


* Relationship management experience
* Achieved or will study towards relevant Industry qualifications
* Financial Services experience in a non-advised capacity
* Literate and eloquent - must be an effective communicator

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