Meet Our Team: Cameron

Life as a Pension App Case Handler

At Pension App, our Case Handlers are at the heart of helping customers trace and combine their pensions. Today, we caught up with Cameron, one of our Case Handlers, to hear about his journey, what the job involves, and what makes the work so rewarding.

Q: Can you tell us a little about yourself and how you came to work at Pension App?

My name is Cameron, I’m 34, and I live with my wife and our three cats, who are a big part of our lives.

I’ve spent my entire working life in customer-facing roles, from travel and car insurance to hospitality. I wanted to take on something new that would still make use of the skills I had built up over the years. That was when I discovered Pension App.

I joined just before the company launched, so I’ve been here from the very beginning. It has been incredible to see how much progress we’ve made in such a short time.

Q: What does a typical day look like for a Case Handler?

The day usually begins with pension tracing, which is the most important part of our role. We investigate the employers provided by our clients and look for which pension providers they used.

After that, I focus on processing the post we receive each day. This means scanning responses onto client accounts, closing cases where no pension has been found, sending queries back to clients, and uploading policy documents.

The rest of my day is dedicated to contacting clients with outstanding queries and working through emails. Keeping up to date can be challenging when you are receiving hundreds of emails daily, but clear and timely communication is key to making the process smooth for our clients.

Q: What do you find most rewarding about your role?

I enjoy researching old companies, especially when it involves looking back through records, articles, or even photos from workplaces that existed decades ago. Sometimes it feels like detective work, particularly when a company no longer exists and has little online presence. Finding the link to the right pension provider in these cases is always satisfying.

The most rewarding part, however, is being able to tell clients that we have found their pensions. For many people, not knowing where their pensions are or how much they are worth can be stressful. Sometimes they are not even aware they had a pension with a particular employer. Being able to confirm that their money is safe and accounted for is a moment that always feels worthwhile.

Q: What would surprise people about the case handling process?

Most people would probably be surprised to learn that there is no central database of pension information. It is not as simple as typing in a person’s details and being given a list of all their pensions. HMRC can sometimes provide leads, but even they cannot give a complete picture.

Sometimes I can identify a pension provider for a client within minutes, while other times I might spend hours tracing the history of a company that no longer exists. It can be time-consuming, but when the answer finally comes together, it makes all the effort worth it.

Q: How does Pension App make the experience different for customers?

We focus on making the process as simple and stress-free as possible for our clients. Ideally, a customer signs up, and after we confirm we have started tracing their pensions, the next message they receive is to say, “Here are the pensions we have found for you.”

Of course, there are times when a client’s details do not match what a provider has, whether because of a name change, a house move, or an error made when the pension was first set up. In these cases, we guide clients through updating their details, keeping the process clear and straightforward. Our aim is always to remove as much stress as possible from the experience.

Q: And finally, what do you enjoy outside of work?

I enjoy spending time with my wife and our three cats. Outside of home life, I like getting together with friends and finding new activities to enjoy.

Final Thought

Case handling might not be the most visible part of Pension App, but it is where much of the detective work happens. From investigating decades-old company records to reuniting customers with pensions they thought were lost, or never even knew they had — Cameron and the team play a vital role in helping people bring their retirement savings together.

With pensions, your capital is at risk.