Pensions Client Services & 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 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.