Client Services and Retention Lead

Coralisle Group; George Town; On-site; MYR 206,000 - 269,000; Full time

Benefits offered by this job

Paid sick leave

Paid vacation

Medical insurance

Pension plan

Job summary

British Caymanian Insurance Agencies Limited is seeking a Client Services and Retention Lead to support a high-quality pension administration experience for members, employers, and internal stakeholders. The role oversees queries, triage, escalation, and ensures smooth processing with SS&C and internal teams.

You will provide front-line support at the office, assist members with registration and use of the online portal, educate employers, and refine customer service processes.

Qualifications

• Minimum of five years' relevant experience in office administration, client services, or customer service, preferably within a financial services environment.
• Associate degree in Business Administration or other relevant discipline.
• Strong communication, interpersonal, and organizational skills, with the ability to engage professionally with clients, members, employers, service providers, and internal stakeholders.
• High level of integrity, professionalism, confidentiality, and sound judgment.
• Demonstrated ability to make decisions, solve problems, conduct research, and escalation appropriately when required.
• Strong attention to detail, with the ability to manage multiple priorities and competing deadlines in a fast-paced environment.
• Proficiency in Microsoft Office, particularly Word, Excel, PowerPoint, and Outlook, preferably at an intermediate to advanced level.
• Completion of the CFA Institute Investment Foundations Certificate programme, or an equivalent qualification, within one year of being confirmed in the position.

Responsibilities

• Support the delivery of a high-quality pension administration experience for members, employers, and internal stakeholders.
• Act as front-line support and relationship management for CG Pensions; assist members at the office and with online portal enrollment.
• Educate employers and ensure customer service processes are clear, efficient, and consistently followed.
• Drive retention by employer training, member enrolment sessions, and ongoing education.
• Collaborate with SS&C, CG teams, and employers to streamline processes and resolve service issues.

Skills

Communication

Interpersonal skills

Organizational skills

Decision making

Problem solving

Attention to detail

MS Office proficiency

Education

Associate degree in Business Administration

CFA Institute Investment Foundations Certificate

Tools

Microsoft Office

Job description

British Caymanian Insurance Agencies Limited

About Us

A leading regional player in the retail insurance sector, British Caymanian Insurance Agencies Limited is a subsidiary of Coralisle Group Ltd, with more than 700 employees and offices in Bermuda and 20 other Caribbean countries, we offer a complete range of premier financial and insurance services to our individual and corporate clients. We know that our products make a real difference to our clients and their families.

The Role

As the Client Services and Retention Lead you will play a key role in supporting the delivery of a high-quality pension administration experience for members, employers, and internal stakeholders. While the majority of CG Pensions' back-office administration is outsourced to SS&C, this role will remain responsible for ensuring that member and employer queries are properly received, understood, triaged, tracked, and escalated for processing where required.

You will also act as a front-line support and relationship management function for CG Pensions, assisting members who visit the office, helping members register and use the online portal, supporting employer education, and ensuring that customer service processes are clear, efficient, and consistently followed.

From a retention perspective, the Client Services and Retention Lead will also focus on improving the overall client experience through employer training, member enrolment sessions, ongoing education, process guidance, and proactive customer success initiatives. You will work closely with SS&C, CG internal teams, and employers to ensure that pension administration processes are streamlined, service issues are resolved, and clients receive the support they need to effectively manage their pension arrangements.

The Person

To be the ideal candidate, you must have the following:

• A minimum of five years' relevant experience in office administration, client services, or customer service, preferably within a financial services environment.
• Associate degree in Business Administration or other relevant discipline
• Strong communication, interpersonal, and organizational skills, with the ability to engage professionally with clients, members, employers, service providers, and internal stakeholders.
• High level of integrity, professionalism, confidentiality, and sound judgment.
• Demonstrated ability to make decisions, solve problems, conduct research, and escalation appropriately when required.
• Strong attention to detail, with the ability to manage multiple priorities and competing deadlines in a fast-paced environment.
• Proficiency in Microsoft Office, particularly Word, Excel, PowerPoint, and Outlook, preferably at an intermediate to advanced level.
• Ability to work collaboratively with outsourced service providers, internal teams, and client-facing staff to support effective service delivery.
• Completion of the CFA Institute Investment Foundations Certificate programme, or an equivalent qualification, within one year of being confirmed in the position.

The Benefits

The salary range is KYD$ 42,312 - KYD$55,300 per annum depending on experience and qualifications. We also offer an attractive benefits package, including paid sick leave, vacation, medical and pension.