Understanding fees, risk profiles and likely returns can be a challenge for customers. During both the accumulation and the decumulation phases customers need clear advice based on their needs and means. With such significant consequences for customers and rectification being problematic, getting this right is critical.
Pensions and investments has significant regulatory focus and a strong governance framework is therefore more important. Firms need to have the capability to monitor their business for fair customer outcomes, to effectively manage complaints and to undergo remediation where there has been customer detriment.
Through RFS you can access pensions and investment professionals with experience of policy administration, customer case handling, governance, revenue generation and retention, claims management and customer tracing solutions. We can deploy small and large teams at any of your locations and scale resource up and down as you require. This flexibility helps you to manage your costs as well as increase your speed of response.
In addition you can rely on our operational experience to deliver a fully managed service. We can resource and manage full teams including Operations Managers, Team Leaders, Quality Assurance, Analysts, Case Handlers and Administrators; all overseen by a Project Delivery Manager who is accountable to you for high levels of quality performance and productivity.
As part of a managed service or as business as usual, RFS recommend that you employ robust outcome testing. Outcome testing provides you with reliable feedback of any regulatory failings, and goes beyond normal quality assurance to identify whether failings are the result of practices, processes or your policies.