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Administrator - Financial Complaints

4 months ago

United Kingdom Equiniti Full time

This policy covers all of Equiniti.com including Selector, Pensions Client Portal and the Equiniti Privacy Centre
Job Title: Complaints Administrator (Principle Process Executive)
Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.
EQ’s vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments , COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. To support and complaints department to ensure we respond to complaints in a timely and accurate manor. To ensure all complaints are logged, tracked and reported on.
EQ Retirement Solutions are responsible for administering pensions and providing a complaints management service.
To monitor various work queues and log complaints in a timely and accurate manor
Be able to review the nature of the complaint and summarise within the system including accurate complaint reasons codes
To generate complaint acknowledgement correspondence within 5 days of receipt
To generate work items in the system to gather essential information to allow Complaint Officers to work a complaint
Support the Complaints Officers in admin tasks such as sending letters via Doc Mail, our mail fulfilment provider, collating timelines and tracking escalations.
Support the Complaints Team Manager in producing Monthly reports
When appropriate, listen to any calls in relation to the complaint/timeline and summarise the outcome within the timeline/investigation .
Oversee the tracking of feedback to call centre agents/complaint administrators who require training/feedback (CAPA Process)
Working collaboratively and in partnership with stakeholders using their knowledge and understanding of FCA (Financial Conduct Authority) complaints handling, pensions and related issues
Contribute towards the quality and compliance process – reporting on DISP breaches, following pre-agreed processes, in a timely and accurate manor.
Complaint Administration Experience/Knowledge
Excellent knowledge and skills with Microsoft products including Excel, Powerpoint
Identify own training needs
Numerate, articulate, excellent attention to detail, good grammatical skills and able to present complex information in plain English
Pensions experience.
A good working knowledge of pensions administration software.
Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:
Comprehensive Medical Assurance cover
Two-way cab transport for staff working in UK & US shift
Maternity leave of 6 months full pay, 10days paid paternity leave
Accidental & Life cover 3 times of concerned CTC
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of people who rely on us for a sustainable future.