Jordan Baker Email & Phone Number

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Currently I am working in the Pensions and Technical Team at Scottish Friendly Assurance, where I handle ad-hoc requests for retirement quotes, requests regarding changing the nominated retirement date, while managing transfers from Scottish Friendly to other pension providers along with requests from policyholders to take benefits via UFPLS or purchase an annuity. I provide hands-on support in coordinating multiple tasks, including recording calls, inspecting complaints, and testing preparation of new business from Canada Life, while coordinating with our Canada Life counterpart team to supervise workload. I have supported the business by overseeing all operations of the company staff pensions scheme, and leading execution of new age 50 and five year interval letters introduced by the FCA in 2019.The following are highlights of the value I have brought to Scottish Friendly Assurance:☛ Realised staff training goals by ensuring accurate processing of cases by peers through monitoring performance and determining areas of improvements.☛ Improved working efficiency of peers by training on professional development and continuous improvement and overseeing wake up process, responding to full policy details requests from Independent Financial Advisers.☛ Delivered successful projects by meeting FCA guidelines through managing wake up matures procedure, including devising new methods and standard letters and collaborating with management and compliance department.☛ Increased employees’ knowledge and capabilities on new process by demonstrating detailed information and guidelines and delivering presentations regarding new procedures.

Glasgow, Scotland, United Kingdom

Throughout my career as a Customer Service Assistant with Phoenix, I worked in the claims team of a private pensions company to supervise settlement of policies for customers and transfers of policies to other private pension providers. I coordinated with multiple departments within the organization, such as the contact team, customer care team, and premiums department, while communicating with policyholders directly and other third parties. I leveraged my attention-to-detail expertise to efficiently manage large sums of money and help policyholders in a professional manner. I utilised Microsoft Word for writing to policyholders and third parties. I used Excel to enable timely issuance of FCA required documents before the nominated retirement date. I tracked and evaluated figures for reconciling entries to avoid errors and discrepancies.The following are highlights of the value I brought to Phoenix Life Limited (Outsourced from Capita):☛ Earned policyholders satisfaction by confirming policyholders getting relevant and correct information at the time of their nominated retirement date.☛ Gained extensive understanding of multiple pension products and impact of legislation on every type of product by dealing with multiple pension contracts due to mergers, working with private pension businesses, and excelling in the field.☛Played an integral role in maintaining 100 % accuracy for entire calendar years by ensuring zero error rates in processing through utilising strong analytical capabilities.☛Received NOA Level 2 Award in Outsourcing Excellence

Physics, Intermediate Ii Grade A

English, Sce Higher Grade A

History, Higher Grade C