Retirement Support Specialist

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

THE ROLE

This role is responsible for identifying customer needs and proactively providing relevant product and service information to enhance the overall member experience. It focuses on supporting members at key stages of their pension journey, particularly when considering consolidation and retirement options. The role involves building strong rapport and trust with members, enabling the delivery of clear information and guidance to support informed decision-making and positive retirement outcomes. It also contributes to business growth and revenue through appropriate upselling, particularly in pre-retirement consolidation and facilitating a smooth transition into retirement solutions. The successful candidate will be able to assess and respond to the diverse needs of members, from the straightforward to more affluent segments, tailoring support accordingly. They will leverage Smart’s professional guidance services to deliver personalised, high-quality support throughout the member journey.

MAIN RESPONSIBILITIES

• Representing Smart in the delivery of a service experience that stands out from the crowd.
• Contribute to revenue targets through member engagement in Smart Retire and member support in easing the flow between provider in converting transfers.
• Case handling as appropriate in achieving the member retirement outcome.
• Ability to engage with different types of membership, with empathy to build trust and engagement, informing customers of all the relevant options, risks and benefits and providing technical information and guidance to allow informed decisions to be made.
• Triage member through to broader Smart Retire guidance services as required to support the member needs with a seamless experience.
• Identify and resolve issues.
• Achieve agreed SLA timescales and personal performance targets.
• Achieve 5* Trust Pilot Reviews and NPS scores based on the service provided.
• Support other team members when and where necessary in order for SPMT to meet overall Service Levels.

WHO WE ARE LOOKING FOR

The skills, experience, and aptitudes we are looking for are listed below but please don’t be discouraged from applying if you don’t meet every single one of these criteria – having a ‘can do’ attitude is sometimes more important than being able to tick every box:

• Experience as a Paraplanner ideally.
• Strong understanding of Defined Contribution (DC) pension arrangements.
• Knowledge of UK pension legislation and regulatory requirements.
• Working knowledge of pension allowances and taxation at retirement and during withdrawal.
• Ability to recognise differing member needs and clearly explain retirement options in simple terms.
• Exposure to higher-value pension pots and more sophisticated client needs.
• Confidence discussing technical topics (within non-advisory boundaries) and liaison with other resources to seamlessly transfer the member to appropriate guidance services.
• Experience in pension administration and contact centre operations.
• Preferred qualification in FA2 or similar accreditation and willingness to study for other CII retirement related qualifications.
• Customer centric approach with ability to adapt communication style, demonstrating the Smart Experience Hallmark.
• Experience in identifying issues with proposed practical solutions.
• Ability to quickly adjust to changing circumstances, tasks, or priorities is essential.
• Collaborative skills and a willingness to work effectively with colleagues to achieve common goals.

WHO WE ARE

We work in partnerships with governments and financial institutions in the UK and internationally. Our cloud-native digital platform is revolutionising how people around the world think about, and save for, their retirement. At heart, we’re a financial technology business. What we do is all about innovation, and using the power of digital change to put the customer first. Our Engineers will tell you that working at Smart gives you the opportunity to play your part in developing world-class technological solutions, working with – and learning from – like-minded people. You’ll also find that, across our business, our colleagues love Smart’s culture, and how what we do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.

BENEFITS

At Smart, one of the eight principles we work to is “We want happy and good people in our team”. We created a list of benefits that helps us achieve this goal:

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget to spend on your professional development.
• Extensive private healthcare, including dental, eyecare and EAP.
• Enhanced sick leave (three months’ pay per year).
• Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid).
• Death in service insurance cover.
• Fully-paid five-week sabbatical after five years of employment.
• In office wellbeing, such as manicures, massages and barbers.
• We also serve free lunch, breakfasts and social drinks weekly.
• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist.

At Smart, we are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work. We believe that diverse perspectives help us lead the way in transforming retirement, savings, and financial wellbeing. We welcome differences in background, experience, thinking, and identity, and we recognise that innovation is strongest when it is built on inclusion and fairness. We encourage applications from people of all backgrounds and experiences and do not discriminate on the basis of any protected characteristic. If you require any reasonable adjustments during the recruitment process or in the workplace, we encourage you to let us know – we are committed to supporting you.