Meet the team - Carol, Pension Wise
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Who are you and what’s your role at CAWB?
“I’m Carol and I’m a Pension Wise Guidance Specialist at CAWB. I’ve been here for 6 years. I initially started as a volunteer, as I wanted to give something back to my community after taking redundancy at my old job. Luckily a paid position eventually came along giving pension guidance, which was something I was already qualified to do. It’s delightful to be working for a charity and giving proper guidance to people without the pressure of selling something.”
What sort of help does Pension Wise offer?
“Pension Wise is set up to explain all the complicated options that are available to people now when they come to accessing their pension. We help customers to understand what their options are, go through the implications with them (such as taxation), and also warn them where accessing their pension could leave them worse off, such as where they’re accessing benefits or have debt repayment plans in place. We want to put them in a stronger position to make an informed decision.”
Do you notice a difference in how clients feel by the end of a call?
“Some of the clients we speak to are quite nervous and apprehensive when they come to us. A lot of them feel out of their depth and aren’t sure what they’re talking about, especially some of the more vulnerable clients that we help.
Our job is to make the guidance as clear, straightforward and jargon-free as possible so that they can understand. Although the content we discuss is the same in each call, the way we deliver it has to be tailored to the particular client. Most clients are very appreciative and in a much stronger position at the end of the call.”
What would you say to someone who is nervous about getting help?
“I’m confident that anyone who isn’t sure about their pension options would learn at least something new by booking an appointment with us. Accessing your pension is a massive decision and it’s very difficult to un-do any mistakes later, especially when it could have such an impact on your life further down the line. We want everyone to be in a position where they’re not thinking ‘had I known that, I would have done things differently.’”
What do you find most rewarding?
“The most rewarding thing for me is working with people who are on the same wavelength as me - it’s a very fair environment and everyone’s priority is genuinely just helping other people. I love working with all the different team members, the variety of people you get working for Citizens Advice is amazing. But most of all its the fact that everyone’s main concern is helping others. I think it’s lovely.”
