Full Time, Permanent,
Monday to Friday 9:00am– 5:00pm
Do you have an understanding of TCF & FCA regulations?
Do you have experience in Complaints Handling & Collections?
We have an exciting opportunity for an experienced Customer Relations Case Specialist to join a forward-thinking innovative team in a growing business in Wolverhampton.
Customer Relations Role:
The key purpose of this role is to ensure that all complaints are handled in accordance with the organisations internal complaints handling policy and procedures. External disputes are managed in line with TCF and FCA regulation and must be managed fairly and accurately.
Customer Relations Responsibilities:
• Handling all complaints received within the 1st and final stage of the complaint process, investigating, and resolving complaints within 3 days / 56 days following date of receipt.
• Completion of outbound acknowledgement and resolution calls with complainants.
• Ensure good customer service is provided to complainants and ensure they are aware of the organisation’s procedure.
• Acknowledging, drafting, and sending out complaints correspondence promptly and responding to them within set time limits, systematically and fairly.
• Resolving customers’ queries within agreed authority, investigating the cause of individual complaints, and where required gathering information from relevant departments and reviewing sales documentation.
• Making recommendations for fair, impartial decisions on whether to uphold a complaint in line with the organisations policies and set mandates.
• Calculating redress and compensation in line with regulatory and FOS guidelines.
• Maintaining customer related information systems for accurate record keeping.
• Identify actions to address the cause of complaints, make suggestions to improve processes and documentation to reduce complaints.
• Ensuring compliance with legal requirements, industry regulations, organisational policies, and professional codes.
• Where requested, assist in preparing management information and reports for management review.
• Preparation of case submissions and Business Response Forms to the Financial Ombudsman Service for management sign off.
• Able to challenge or provide reasoning to decisions with key stakeholders where required and if requested.
• Assist in the annual review and maintenance of the functions policy.
• Provide on the job training to new staff members.
• Attending meetings representing the department around complaint management and output and analysis.
• Devotion to all employee engagement activities and wider business.
• Ensure you fully understand and comply with the organisation’s Risk Management Policies and demonstrate these in your day-to-day work, putting customers at the heart of everything you do.
• Comply with the organisation’s Data Governance Policies and demonstrate these day-to-day, treating data as an important corporate asset which must be protected and managed.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
Experience & Skills:
• Minimum of 2 years’ experience in Complaint Handling, working in a financial services environment.
• Minimum of 2 years’ experience in Secured Loans and second charge lending environment.
• Minimum of 2 years’ experience in Underwriting (specialist lending), servicing and call centre operations.
• Understanding of the FCA’s regulatory framework for handling customer complaints and treating customers fairly is essential.
• Up to date knowledge of ethical standards, including an understanding of MCOBS and DISP.
• Customer facing / interaction within financial services is desirable.
• Good IT skills, Microsoft Word and Excel is essential.
• Excellent verbal and written communication skills.
• Good listening/counselling skills.
• Excellent organisational skills and attention to detail is essential.
The role is office based whilst training is being completed, with an opportunity to work under the client’s hybrid model.
Full time, permanent – 35hours between 9am-5pm (no weekends)
Salary - £26,000 - £28000
Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks- Employment references, ID, DBS, Credit check
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.