Job Description

Join us as a Pension Administrator based out of our Dublin office working hybrid.

This is a challenging and rewarding role, which will develop your analytical, technical and customer service skills. You will receive structured training, via our formal training programme and this will be supplemented by the “on the job” training you will receive from your assigned mentor(s). Further support and supervision will also be provided to you daily from your team colleagues, as you embark on your learning journey with WTW

The role involves working collaboratively within a team to service members and our impressive portfolio of clients. Day to day responsibilities include providing support on the administration of occupational Defined Contribution pension schemes at both a member and scheme level. Member tasks include the processing of new joiners, leavers, retirees and dealing with both client and member queries. Scheme related tasks will include the production of periodic administration reports, completion of annual benefit statements for both active and deferred members and co-ordinating the completion of the yearly trustee annual report amongst other scheme related deliverables.

The Role:

• Accurately processes cases for our member across a variety of schemes. This includes working on calculations (both automated and manual) and answering queries via telephone, letter and email.
• Member administration: Process joiners, leavers, retirements, transfers, and deaths within service in line with scheme rules and service agreements.
• Contribution management: Reconcile contributions and investment allocations, liaising with payroll providers, fund managers, and custodians as needed.
• Data accuracy: Maintains and updates member data accurately on pension administration systems.
• Member communications: Issues annual benefit statements, pension illustrations, and transactional correspondence clearly and on time.

• Reporting: Produces regular administration reports for clients, trustees, and senior management.

• Consistently provide a high-quality customer experience to clients/members by ensuring work is proactively managed within client Service Level Agreements. This includes ensuring output and target number of cases per day is achieved and work is completed within “Right First Time” targets.
• Develops knowledge and capability over a number of different case types by utilising knowledge management tools and procedural documentation as well as attending training and knowledge sharing sessions.
• Resolves member queries by providing excellent member and client care in an empathic and supportive manner.
• Continuously seeks to identify areas where the service to clients/members could be improved and communicated accordingly.

What you'll bring

• Proven experience in DC pension scheme administration, ideally within a corporate or third-party administration environment.

• Previous experience of working in a customer service environment, dealing with, and speaking directly to customers and clients including managing challenging or apprehensive customers.
• Ability to use excel spreadsheets and mathematical skills to complete pension calculations preferably.
• Strong understanding of Irish pensions legislation and regulatory requirements.
• Capable of creating a sense of calm and showing genuine empathy to make our members feel at ease. Having the ability to bring a kind, respectful attitude and excellent customer service skills to every verbal and written interaction.
• Previous experience working as part of a team and in a busy, fast-paced environment.
• Previous experience in financial services would be an advantage.
• Ability to work to a high level of accuracy with excellent spoken and written communication skills to provide high quality written and verbal communications (both emails and letters).

• Proficiency in pensions administration systems and Microsoft Office applications.

• Excellent numerical and analytical skills with strong attention to detail.

• Ability to work self-sufficiently following procedural documentation.

• Ability to manage time effectively and meet tight deadlines.

• Working towards or holding a relevant professional qualification (QFA) is desirable.

What we offer

At WTW Ireland, your wellbeing comes first. Depending on your role, you'll receive either 23 days of annual leave plus up to 13 flexible days, or 25 days of annual leave with the option to add 5 extra days—giving you plenty of time to rest and recharge. You'll also benefit from a €1,500 health insurance allowance, life assurance, future-focused pension contributions, hybrid working options, educational support and a dedicated volunteer day. Customise additional flexible benefits with extras like our share scheme, cycle-to-work programme, and enhanced optical cover. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@wtwco.com

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