Client Service & Retention Lead

 A leading financial services provider is seeking a Client Service & Retention Lead to act as the primary point of contact for pension-related enquiries, ensuring queries are tracked, resolved or escalated appropriately, while assisting members with online portal access and supporting employers with pension processes.

The role focuses on enhancing client satisfaction and retention through proactive relationship management, employer training, member enrolment sessions and ongoing education. Working closely with internal teams and outsourced administration providers, the successful candidate will resolve service issues, improve processes and ensure a consistent, high-quality client experience.

Requirements:

• Associate degree in Business Administration or other relevant discipline.
• A minimum of five years’ relevant experience in office administration, client services, or customer service, preferably within a financial services environment.
• Strong communication, interpersonal, and organizational skills, with the ability to engage professionally with clients, members, employers, service providers, and internal stakeholders.
• High level of integrity, professionalism, confidentiality, and sound judgment.
• Demonstrated ability to make decisions, solve problems, conduct research, and escalate matters appropriately when required.
• Strong attention to detail, with the ability to manage multiple priorities and competing deadlines in a fast-paced environment.