Incident Administrator

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role

An Exciting opportunity has arisen for an Incident Administrator to join the Corporate Incidents team at Diligenta.

Your main purpose will be to complete rectification activities for all corporate incidents for our clients, to ensure they are delivered in line with client and regulatory expectations, whilst providing efficient and good quality customer service.

You will be responsible for all administration on issues that may occur on Life & Pensions policies when a corporate incident is raised.

If you are interested in working for a company that can provide a great work culture and progression routes, please apply today!

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Car Allowance
• Private Healthcare
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays, and electrical goods.
• Cycle to Work Scheme & Interest free Season Ticket loans.
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits.

What You'll be doing

• Raising of compensation payments and calculation of late payment interest
• Investigation of populations to identify impacted customers
• Calculation of customer detriment
• Updates to data on BaNCS
• Customer contact via letter or phone to communicate rectification actions.
• Individual expectations on output, completion to timeframes and quality met.
• Potential issues identified and pro-active in identifying solutions.
• Written and telephone correspondence entered into with customers and other areas in the business to resolve problems.
• High level of customer focus maintained at all times.
• Compliance with relevant legislation such as the Data Protection Act and vigilance in areas such as Money Laundering.
• All line of business and Incident specific systems and records used and updated correctly.
• Own knowledge of products, procedures and systems is standard and kept up to date
• Train, support and complete checking and auditing for other team members.

What we're looking for

• Excellent written communication skills.
• Customer focused, with a confident, professional telephone manner.
• Ability to take on board product and process knowledge and apply it quickly
• Are able to learn and effectively navigate multiple computer systems.
• Ability to work effectively under pressure
• Flexibility and adaptability
• Good time keeping and self motivated