We’re recruiting for an individual with a strong background in Life Insurance and Pensions to join us as a Heritage Product Support Analyst.
This role is offered on a fixed term basis. The successful candidate will act as a subject matter expert for all Heritage products (our range of life insurance, investments, and pensions products).
You’ll work to ensure our customers receive accurate policy documents, such as quotes and valuations, when these cannot be produced via LV= systems or when a chargeable event has occurred.
You will also identify areas for improvement, provide support during change implementation, carry out some product training, and assist with the delivery of risk events, to ensure we mitigate customer and operational risks.
Key Responsibilities
- Using Excel to solve manual claim values and unit adjustments.
- Producing calculations for regulatory reporting/updates, i.e. HMRC, FATCA, PS19, ensuring these are accurate and produced in a timely manner, and checking the calculations engine in the system works following releases or data migrations.
- Producing the details required for annual statements.
- Using your system and product knowledge to support data migrations, system releases and enhancements, data, and ticket fixes.
- Assisting with developing procedures for workaround processes, influencing and negotiating with internal customers.
- Supporting the Product Actuarial team with production of non-standard quotes and survey responses for external publications.
- Reviewing guidance and providing comments on test approach, scenarios, and scripts.
- Reviewing and providing sign-off for test output.
- Implementing annual policy fees and mutual bonus declarations.
- Working closely with Technical Support and Business Support Ops Assurance with regulatory returns/queries and system issues.
- Completing monthly spot-checking on Customer Experience Claims calculations to monitor quality control, and ensure our customers are receiving the correct outcome. (Results to be fed back when necessary to managers for additional training to be provided if required).
- Obtaining annuity quotes from different providers using a comparison website and providing data to our Actuaries for market comparisons.
- Processing high risk and regulatory control reports and manual workarounds, including but not limited to, CASS & Chargeable Events.
- Developing and maintaining key relationships across the business including Customer Experience teams, Risk & Compliance, Product, Technical and Finance.
- Overseeing manual control reporting and cascading status to relevant stakeholders.
- Acting as the voice of the customer to champion positive customer outcomes.
About You
Our ideal candidate will…
- Be proficient in programmes such as Microsoft Word, Access and specifically Excel to an intermediate or advanced level (essential).
- Demonstrate a good eye for detail.
- Have strong knowledge of Life, Pensions, savings, and investment products, plus Life and Pensions administration systems (desirable).
- Showcase strong numerical and literacy skills.
- Be an excellent communicator, both verbally and in writing.
- Have some knowledge of VBA (desirable).
- Be able to work to a high standard both efficiently and in a timely manner.
- Prioritise your own workload and take initiative to complete tasks and meet deadlines.
- Be resilient when faced with a challenge, and able to share your thoughts on doing what’s right for the business, your colleagues, and our customers.
- Have obtained a 1st or 2:1 degree, or 2 x A-Level qualifications, with strong experience within Financial Services.