Carol Abreo

Pension Administrator Analyst @Aptia Group

Glasgow City, GB

Managed end-to-end Defined Benefit (DB) and Hybrid pension schemes, processed 15+ complex member events daily including manual benefit calculations with 95.00%+ accuracy (retirements, transfers, transfer settlements, data amends, deaths, leavers etc ) and exceeded Service Level Agreements and Key Performance Indicators consistently, with turnaround times under 48 hours.• Reduced complaint volumes to <1% of total Work-in-Progress (WIP) cases by improving communication, reduced turnaround time, reported breaches and escalated where required.• Reconciled contributions/benefits, payments, and scheme data as and when required.• Strategically collaborated with other teams and managed ad hoc projects as required.• Mentored and trained new team members along with day-to-day support to junior colleagues.• Managed financial transactions and pension settlements, including Faster Payments, CHAPS, and SWIFT - ensuring secure and timely fund disbursements.• Prepared and delivered bi-weekly and monthly administration reports to Trustee’s and clients.• Identified complaints at the earliest opportunity and escalated where appropriate and undertook Route Cause Analysis to resolve issues.• Understood the importance of Continuous Improvement and improved customer experience by increased NPS score of 8.20 at the hub level.