Mercer is seeking candidates for the following position based in our Cork or Dublin office on a permanent basis:



Member Helpline Administrator - Pensions



What can you expect:

JustASK is the contact centre for Mercers occupational pension scheme members and provides members with telephone support regarding their pension queries as well as various client projects.
The successful candidate will join the JustASK helpline as part of the Plan Administration Department.
The JustASK team focus on educating and supporting members as they plan for their retirement, throughout their working life.


What you will be rewarded with:


We provide a highly regarded and competitive package:
Competitive salary
Up to 12% pension contribution
Full healthcare cover
Study Support
Flexitime or flexistart
Flexible working/potential to work from home
Sports & Social clubs/Wellness Programme
Paid annual leave
Travel ticket/bike to work are optional
Subsidised canteen
35 hour working week
Work from home 2 days a week


We will rely on you to:

Provide helpline support for a number of Client Projects regarding Scheme Benefit Changes and handling member queries via telephone.
Assisting with day-to-day member pension plan queries over the phone with the aim of resolving on first contact.
Resolve general Defined Benefit and Defined Contribution pension queries, as well as plan specific queries and technical queries.
Work with administration teams and consultants to follow up on queries not resolved in the first instance. Follow-up with admin teams, consultants and members to ensure closure and satisfaction.
Refer members for Personal Financial Advice as appropriate and liaise with other colleagues to find a solution.
Encourage members to go online via the Mercer OneView website to complete actions where possible (change contributions, investment choices, personal details) and help them understand how to access their personal retirement plan information.


What you will need to have:

A working knowledge of pensions both DB and DC
Proven experience working in a call centre setting
Excellent customer service and telephone manner
An ability to adapt a communication style based on the members needs
An ability to work in a dynamic environment
An open attitude to learning new ideas/skills
Be flexible and be committed to the success of the team


What makes you stand out:

QFA Qualification / LIA Pensions Diploma preferred or working towards pensions exams


Mercer


Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercers more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. In Ireland, Mercer employs over 500 employees in offices based in Dublin and Cork. Mercer is a business of Marsh & McLennan (NYSE: MMC), the worlds leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit (link removed) Follow Mercer on Twitter @Mercer.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients regardless of their gender expression or identity, marital or civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation or beliefs. We are proud of our inclusive culture where everyone feels empowered to bring their whole selves to work and thrive. Learn more about our foundational values, mission and vision for the future by reviewing our Greater Good Policy.

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