Job Description

We are looking for a positive team member with drive, ambition, and a strong work ethic. You will be working as part of a productive, high performing team within the Client Delivery function. The objective of the role is to ensure the efficient and timely completion of all pension and investment transfers following submission by the Client Development Administrator (CDA). You will take ownership of transfer cases from provider acknowledgement through to completion, ensuring that progress is actively managed, delays are challenged, risks are identified early, and all stakeholders are kept informed throughout the process.

Key Responsibilities

· Taking ownership of pension and investment transfer cases following submission by the Client Development Administrator (CDA).

· Monitoring transfer progress and proactively chasing providers, ceding schemes, platforms, and administrators to minimise delays and ensure timely completion.

· Managing transfer pipelines and ensuring all cases are progressed in accordance with agreed service standards.

· Maintaining accurate records of transfer activity within CURO, ensuring all tasks, notes, and updates are recorded promptly and accurately.

· Acting as the primary point of contact for all transfer-related queries once a case has been handed over from the CDA team.

· Providing regular updates to Advisers, Client Relationship Managers (CRMs), and other stakeholders on transfer progress and expected completion timescales.

· Identifying and escalating transfer delays, risks, complaints, or service issues to the appropriate manager where necessary.

· Competently and professionally interacting with third-party providers, pension schemes, platforms, and custodians via telephone and email.

· Liaising closely with Advisers, Adviser Support, CRM teams, and providers to ensure transfer cases are progressed efficiently and client expectations are managed effectively.

· Supporting the resolution of complex transfer cases, including defined benefit transfers, pension consolidations, and provider-specific requirements where applicable.

· Monitoring outstanding requirements and ensuring providers have all information necessary to complete transfers.

· Ensuring all tasks and activities are completed in line with company policies, procedures, regulatory requirements, and Consumer Duty principles.

· Building strong and effective working relationships across the business and with third-party providers to improve transfer outcomes and service standards.

· Identifying opportunities to improve transfer processes, reduce completion times, and enhance the client journey.

· Supporting transfer-related projects and process improvement initiatives as required by the business.

Knowledge, Skills & Experience

· Experience of pension and investment transfers within a financial services environment.

· Strong understanding of pension, platform, and investment products is preferred but not essential.

· Excellent organisational and case management skills with the ability to manage a high-volume transfer workload.

· Strong attention to detail and commitment to maintaining accurate records.

· Excellent communication and stakeholder management skills.

· Ability to build effective relationships with providers and influence positive outcomes.

· Proactive approach to problem-solving and overcoming transfer obstacles.

· Ability to prioritise workloads and manage multiple cases at different stages of completion.

Experience using CRM/workflow management systems, ideally CURO.