Pensions Member Support Specialist (Hybrid, 12-Month)

Marsh; Dublin; Hybrid; EUR 29,000 - 42,000; Full time

Job summary

Marsh is seeking a customer-focused member services agent for the JustASK Pensions team. The position can be based in Dublin or Cork and is offered on a 12-month fixed-term contract with a hybrid work model requiring at least three days in the office.

You will support members of Defined Contribution and Defined Benefit pension plans, handling queries, guiding clients, and contributing to process improvements while staying compliant with industry regulations.

Responsibilities

• Respond promptly and professionally to incoming calls and emails from DC and DB pension plan members.
• Provide helpline support for Client Projects, handling member queries via telephone and email.
• Provide accurate and clear information regarding pension plan benefits and other related topics with the aim of resolving queries on first contact.
• Assist members in navigating online platforms and self-service tools to access information and manage their pension accounts.
• Refer members for Personal Financial Advice as appropriate and liaise with other colleagues to find a solution.
• Troubleshoot and resolve member issues, ensuring a high level of customer satisfaction.
• Document all interactions and maintain accurate records of member communications and case details.
• Collaborate with internal teams, such as the pension administration teams and client consulting, to elevate and resolve complex member issues.
• Stay up-to-date with industry regulations to ensure accurate and compliant information is provided to members.
• Identify opportunities for process improvements and contribute to the development of best practices within the team.

Job description

Marsh is seeking a customer-focused member services agent for the JustASK Pensions team. The position can be based in Dublin or Cork and is offered on a 12-month fixed-term contract with a hybrid work model requiring at least three days in the office.

You will support members of Defined Contribution and Defined Benefit pension plans, handling queries, guiding clients, and contributing to process improvements while staying compliant with industry regulations.