To administer and manage Pathlines Pension's business in accordance with regulatory requirements, agreed Service Levels, Company and Team Objectives. The Customer Support Associate role is at the heart of Pathlines Pensions, you will ensure that all the transactions needed for our pension schemes are completed to the highest standards, within the service levels. You will deliver a service to our connections and customers that is second to none. The role requires diligence towards each and every activity and to follow procedures. Each Associate will be responsible to administer all required transactions to a high standard and service delivery by completing all instructions allocated to them by the Customer Account Manager or Service Manager.

• Process member transactions including contributions, transfers, retirements and benefit payments.
• Maintain accurate member records and update systems in line with scheme rules.
• Handle member queries and ensure customers receive regular and effective communication which is professional and delivered to the highest standards.
• Maintain and develop good business relationships with internal and external customers.
• Work in conjunction with the team to ensure all work is carried out to the highest quality and within the service levels laid down.
• Escalate any problems, mistakes, backlogs, or issues immediately to line manager.
• Report any breaches or complaints immediately to line manager and to Compliance.
• Where risks are identified, ensure these are documented and reported to the line manager and compliance
• Take responsibility for individual tasks and action them within the required timescales.
• Achieve and maintain competence as required by the Company’s Training and Competence Scheme.
• Take responsibility for own development, initiate own Personal Development Plan and achievement of Performance Appraisal objectives
• Contribute to process reviews, constantly seeking ways to streamline and improve the way in which we deliver the service
• Maintain good business relationships with internal and external customers.
• Ensure all requests and work received from customers and IFAs are processed in line with laid down procedures, within regulatory timeframes and meet company service levels and standards and service level agreements.
• Provide support to the line manager to ensure the overall team objectives are met.