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Section 75 Specialist

3 months ago

Chatham, Kent, United Kingdom Vanquis Bank Full time

Location:

Chatham
Salary:

Closing Date:

Thursday 22 February 2024
About Us:

  • Vanquis Banking Group has a rich history dating back to 1880. The company was founded in Bradford by Joshua Kelley Waddilove as The Provident Clothing and Supply Company to help people access finance and goods who couldn't from traditional lenders.
  • Today, Vanquis Banking Group is a FTSE All Share company listed on the London Stock Exchange with around 1.6 million customers and plays the same role in people's lives today, as it did when it was founded.
  • Vanquis Banking Group is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.

You and Your Team:

  • As a Section 75 Specialist, you will be reporting to the Disputes and Section 75 Team Leader. As a Section 75 Specialist, you will be responsible for the effective handling of Section 75 Claims raised under the Consumer Credit Act 1974, processing claims throughout the entirety of their journey, inclusive of the chargeback cycle (if appropriate), associated financials movements and recovery of funds efforts under S Also be working closely and collaboratively with all Fraud teams, Customer Services, CRT, Client Services, Finance, Business and Operational Risk, New Business, Compliance, Legal and Collections departments to ensure the effective delivery of case outcomes.
  • Balancing the importance of robust Fraud processes whilst ensuring that customers' fair and reasonable expectations are met and fair outcomes are provided.

In your day-to-day role, as a Section 75 Specialist you will:

  • Investigate all incoming enquiries in relation to Section 75 claims on customer accounts, both in writing and by telephone.
  • Maintaining complete and accurate investigative narrative and sufficient evidence for subsequent use in audits, customer assurance reviews, complaint related activity (including the FOS).
  • Drawing the correct conclusion on cases as paramount to prevent potential customer detriment and uphold the Bank's reputation
  • Reviewing individual customer claims and autonomously deciding on the correct course of action. This involves ensuring VBL have the appropriate documentation to ensure that a full investigation is carried out within the timeframes required.
  • To ensure that customer claims are worked within the appropriate external timeframes, ensuring that the correct customer outcome is reached.
  • Make monetary and risk based decisions on appropriate claim journeys, particularly those raised via the chargeback process, with values ranging from £100£30,000.
  • Utilise effective communications and influencing skills to communicate potentially negative messages to customers.
  • Responsible for the finance monetary reports in relation to Section 75 claims, including any related credits and debits, namely on the 220:10 Finance Rec and the Incoming Funds.
  • Making autonomous decisions on how to rectify financial discrepancies relating to Section 75 claims
  • To have and maintain excellent knowledge of Visa's online systems, ensuring chargebacks are correctly submitted, within SLA.
  • Understand the workings of the "freeze" process and the impact this has on customers. This includes being responsible for possible exceptions, as well as an understanding of the "freeze recons".
  • Meeting defined individual and team performance as well as quality targets to ensure delivery of key objectives
  • Use extensive transactional knowledge in order to identify the best route for claims to be handled and to reconcile errors within the first vision platform
  • Communicate independently with other Issuing banks and specific Merchants where appropriate in relation to Section 75 Claims
  • Keep up to date with FOS complaints (concerning Section 75 claims), with the Customer Relations Team and the information given on the FOS website, FCA website and other governing bodies, as well as charitable organisations (such as CAB and Trading Standards) for any relevant guidance or information that can be integrated within VBL processes.
  • Ensure that the Section 75 Team recover funds as appropriate, either under Section or via the Visa Chargeback process
  • Complete monthly Section 75 write off analysis to be presented to Senior Management.

What you will bring to the team:

  • Ability to demonstrate how to put customers at the heart of what the business does with a focus on preventing customer detriment
  • Proven experience of working in a fast paced, high performance environment that has a focus on quality, high productivity and is target driven.
  • Ability to use your initiative to identify potential improvements, risks or