EQ is a leading international provider of shareholder, pension, remediation and credit technology. With over 5,000 employees, it supports 37 Million people in 120 countries. EQ's purpose is to care for every customer and simplify every transaction, delivered with less of an impact on the environment. EQ's vision is to be the leading global share registrar, offering complementary services to its client base. The post holder will provide an efficient, accurate and friendly service to all customer groups across the Canada Life product range focusing on the Retirement Account products. The services cover a wide range of activities including direct customer contact, new and existing business processing, agency administration, preparation of bespoke customer illustrations and general enquiries. The post holder will understand and ensure compliance with Pension legislation and regulatory requirements. Business Functions: We are an Award winning, vibrant, hardworking, customer focused division that deal with new business for Canada Life's innovative Guaranteed Annuity and Retirement Account products. We pride ourselves on delivering first class customer service and deal directly with both advisors and customers. We work to strict SLA's and provide Canada Life with an exceptional level of service. Core Duties/Responsibilities: The successful candidate will be responsible for the following duties: Processing of illustrations, applications, policy alterations and general enquiries from Customers and Advisers, analysing and vetting the information provided to ensure it complies with legislation, internal policies & procedures, identifying outstanding requirements, obtaining and applying funds and liaising with Advisers. Liaise with Customers & Advisers through various channels to ensure we are providing regular and accurate timely updates. To identify task and correspondence type's setting up the appropriate action to ensure we complete the task within its allocated timeframe, including General Practitioner reports, chasing ceding schemes and managing tax treatment of our customer within our RTI system. Identifying & escalating any risks to the customer or the business to your line manager with possible solutions to mitigate these risks/issues, including health & safety. Providing direct or overflow support to the Frontline Team across a range of queries and products as required by the business. Provide support to Advisers who have produced an illustration via an online portal or who wish us to undertake a Telephone Interview with the customer to obtain medical data to support the provision of a best rate bespoke illustration Understand our product offering in the context of the industry as a whole and talk confidently to our customers, whilst differentiating between regulatory and system constraints. Undertaking quality checking & sampling and be able to give constructive feedback to your peers as required. Developing and maintaining current knowledge of the functionality, operation and application of internal systems sufficient to efficiently and effectively complete work assignments. The post holder will be required to work 37.5 hours a week and participate in a shift rota between the hours of 8am-6pm. There may be an ad-hoc requirement to work weekends. Skills, Capabilities and Attributes: The successful candidate will demonstrate the following experience, skills and behaviours: Demonstrable experience of working in a customer service focused environment. Demonstrable experience of dealing effectively with challenging and concerned customers. Demonstrable experience of working effectively as part of a team. Demonstrable experience of working in a fast paced office environment. Demonstrable experience of medical or bioscience terminologies Basic IT skills, with experience of using Microsoft Word, Excel and Outlook. Effective planning and organisational skills. Effective numeracy and data analysing skills. Knowledge in Medical terminology, Scientific terms Candidate from Nursing background Ability to demonstrate effective interpersonal skills, develop and sustain relationships with a wide range of individuals and within groups. Note: 'This is a hybrid working role and you will be required to split your weekly hours between our office and home, all of your IT equipment will be provided' EQ Benefits Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer: 28 days 8 bank holidays. Option to buy more days through salary sacrifice. A cash payment annually towards flexible benefits, e.g. dental insurance, gym membership, the above extra holiday etc. 4 x Life Assurance. Company sick pay (2 months full pay, 2 months half, following probation). Matched pension scheme (e.g. you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total). Discounts with major retailers (EQ Wins). Maternity or adoption leave of 3 months full pay, with return to work bonus / 2 weeks paid paternity leave. LI-PB1 We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.