Technical Specialist, Financial Services

Are you keen to make a difference in a dynamic organisation? Do you have a passion for putting the customer at the centre of everything you do?

We’re a fast-paced, dynamic Group at the cutting edge of building safe and recurring value for all of our stakeholders. Our core areas include: bespoke pension solutions, wrap platform, independent financial advisory, investment consultancy, research and due diligence, and more. We currently have £33bn Assets Under Management and are still growing.

This role is within Embark Services Limited, part of the Embark Group.


What you’ll do

In your role as a Technical Specialist, you will be responsible for working closely with the operational functions as a member of the Service Recovery Team to ensure Embark complies with the FCA complaints handling rules and the legal requirements governing the provision of pension scheme administration services, whilst meeting its obligations as a pension scheme trustee and administrator.

This role is responsible for ensuring Embark operates exceptional process and controls and manages strong counterparty relationships (internal and external).


Key Accountabilities

  • Ownership of service recovery case management through skills and activities such as scheme deconstruction, file reconstruction, data mining and investigation, forensic assessment, document analysis in order to prepare overviews, reports and recommendations. Personal ownership, control and management of situations, cases and thematic matters
  • Provide written responses that are clear, articulate and straight-forward; with accurate overviews of the complaint(s) and reasoning behind the response
  • Ensure all processes are followed, using standard frameworks and templates, subject to risk and compliance oversight
  • Calculation/evaluation of loss: decide and apply correct interest calculation, assess maximum potential commercial liability for the firm
  • Measure and refine redress process and calculations. Research and benchmark against ongoing POS / FOS decisions to ensure firm policy and approach aligned with the regulators
  • Recognition of any litigation issues, case analytics, research, document preparation, PI preparation, witness statement preparation, internal reports, relationship and contract management, internal cohesion and team working with other departments specifically with Risk and Compliance
  • Assess whether conduct risk is embedded and the firm is consistently delivering fair outcomes to consumers. Precedent case handling, including identification and assessment of case themes, recommendations for improvement
  • Proactively managing relationships and expectations with our clients, both Financial Advisers and members
  • Updating knowledge and understanding of HMRC and relevant legislation, regulations and guidance.
  • Broker solutions and demonstrate soft service recovery skills to retain customers
  • Create and capture MI, data analysis (trends/themes/risks), process intervention and improvement.
  • Develop recommendations underpinned by robust data analytics and MI for continuous improvement of the firm's risk management
  • Build effective relationships with internal and external clients
  • Carry out remedial project work on cases requiring technical expertise
  • Gain, maintain and demonstrate knowledge of our various Trust Deed and Rules.


Who you are and the experience we’re looking for

  • Exceptionally proactive, with the ability to innovate and challenge in support of the business model we are operating
  • Understanding of HMRC requirements, rules, manuals and guidelines relating to SIPP/SSAS, ISA’s and / or GIA’s
  • Understanding of trust-based pension schemes and trustee duties
  • A good understanding of compliance requirements for SIPP/SSAS, ISA's and/or GIA's and /or Platform Servicing
  • Good understanding of DPA and DSAR legislation
  • An understanding of legal documentation relating to SIPP / SSAS, ISA's and/or GIA's and / or Platform Servicing
  • Exceptional judgment and communication skills
  • Solid risk and controls awareness
  • Clear and proven oral and written communications skills
  • Professional qualifications including CII CF1, CF2, CF4 and FA2 or equivalent or an interest to study towards
  • At least five years comparable experience in a regulated financial services company/complex regulated environment, ideally in SIPP and SSAS administration or ISA's or GIA's or Platform Servicing
  • Experience must be in at least one of the following for a minimum of 2 years: service recovery/complaints handling/trustee technical support/complex case management (problem solving)/specialist technical support/SME - such as investments, drawdown, SSAS, ISA's, GIA's and Platform Servicing.


Why join us

Our approach centres on four primary enablers: our expertise, access to leading technology, focus on consumers, and capital.

We believe in transparency and meritocracy; we want to give all of our people the opportunity to be the best they can be, sharing in our future success.


Our family of companies include:


The Adviser Centre – a free-to-air, online fund research and consultancy service, dedicated to helping financial advisers to assess, select and monitor suitable actively-managed funds from the whole of the market.

EBS Pensions Limited – developed over the last 20+ years into a leading SIPP and SSAS provider, with over 15,000 clients and £2.8bn assets under administration.

The Embark Platform – a low-cost retirement-focused platform for financial advisers built on cutting edge and market leading FNZ technology.

Hornbuckle – one of the UK’s leading independent specialist pension providers, Hornbuckle has excelled in self-invested pension provision for more than three decades.

Rowanmoor – the UK’s largest independent SSAS provider and a provider of bespoke SIPPs and Family SIPPs.

Vested – a collaboration between Embark Group and Mazars LLP. Together we bring the very best in employee benefits and workplace savings to small and medium sized employers (those with between 100 and 750 full time employees).

Embark Corporate Services – is the provider of centralised Corporate Support to the Embark Group. Our approach is simple, we provide excellence in service to support the Group in being a world class full-scale retirement solutions provider.


You will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

Apply now and join us on our journey.

Or, know someone who would be a perfect fit? Let them know!


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