Compliance Manager (Office/Remote)
PensionBee, United Kingdom
Job Description
For far too long, pensions have been difficult to understand. PensionBee makes pensions simple so you can look forward to a happy retirement. Founded in 2014, we are well on our way to become a leading online pension provider. Since April 2021 we are listed on the LSE which has accelerated our growth.
Whether you want to get on top of your old pensions and combine them into one new plan, drawdown hassle free from the age of 55 or start a new pension, as a leading pension provider, we’ve helped over 500,000 registered customers to become pension confident.
PensionBee is growing at scale and we need a new Compliance Manager to help us manage KYC (Know Your Customer) related tasks, as well as administrative support for our specialist queries which involve our most vulnerable customers.
About the role
This role provides an exciting opportunity to join the Compliance and Resolution team of a rapidly growing young company. Working with our Compliance Manager, you’ll take ownership and responsibility for implementing KYC checks (including change of customer details) and handling specialist customer queries (e.g. Death Benefits, Early Pension Access requests (Ill Health), Pension Sharing Orders (PSOs), Power of Attorney access requests .etc.). You’ll also occasionally support the Resolution team with completing complaint investigations.
Our new Compliance Manager will receive internal training to ensure they are equipped with the knowledge required to support what is an incredibly important area of any financial services company and an increasingly important area for PensionBee, as our team and our customer base expands. The role is an exciting opportunity to be involved in the growth of the team.
The right candidate must have experience in KYC management within the financial industry (preferably with a background in pensions), strong empathy skills (preferably with experience in supporting with bereavement, divorce, etc. but not essential), as well as a passion for improving the quality of services PensionBee delivers to its customers.
Key responsibilities
Know Your Customer
- Reviewing information related to KYC checks and approving completion of checks
- Reviewing information related to the updating of customers’ details and approving updates
Specialist Processes (Pension Sharing Orders, Death Benefits, Power of Attorney, Ill Health Claims, and others)
- Conducting research relating to Specialist Processes
- Completing checks related to Specialist Processes and approving completion of checks
Customer Success Team Support
- Training Customer Success Team on all Compliance-related processes
- Communicating policies, procedures and guidance to maintain compliance with regulations
- Monitoring and responding to questions in various Compliance Slack channels
Customer Support
- Liaising with our customers via telephone, email, and post, to complete relevant tasks
- Providing exceptional customer service to all customers. Responding to them within agreed SLAs
- Occasionally supporting the Resolution team with complaint investigations
- Supporting with the training of and implementation of the Vulnerable Customer Policy
- Championing vulnerable customers throughout all work
Process Improvement
- Supporting with the reviewing and improvement of all Compliance processes
- Making suggestions to improve compliance processes and documentation amp; implementing necessary changes to our compliance procedures with guidance
- Maintaining documentation on all Compliance processes
Requirements
The key skills required are:
- Strong attention to detail with the ability to conduct thorough research/investigations
- Strong written and verbal communication skills
- Strong empathy skills
- Excellent customer service skills
- Excellent problem solving skills
- Ability to meet deadlines
- Ability to grasp new concepts and systems quickly (previous experience using Salesforce is preferable but not essential)
- Ability to remain calm under pressure
- Ability to prepare and provide training and support to the team and frontline colleagues on compliance processes and related matters
Benefits
- Competitive salary, end of year bonus and equity schemes.
- 25 days annual leave, 5 extra days for parents of children under 18 and generous Maternity, Paternity amp; Adoption Leave.
- Perkbox, UK Healthcare Cash Plan and Income Protection Insurance.
- Regular company-wide sessions: CEO Session, Show amp; Tell and Lunch amp; Learn, giving you an