Legal Complaints Handler
4 weeks ago
Job Description To assist the Team Leaders in ensuring the timely and accurate delivery of complaint resolution in accordance with mutually agreed service level agreements (SLA) and other agreed deadlines and to ensure that regulatory and audit requirements are met.
To provide an excellent and efficient service to our customers' policyholders, responding to written and verbal complaints received from policyholders and IFA's.
To take responsibility for achieving individual productivity and quality targets and positively contributing to the achievement of SLA's.
Life & Pensions Industry preferable
To respond to complaints received from policyholders and IFA's received via multchannels.
Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.
Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations.
Respond to customers ensuring that they are treated fairly and that a high level of service is delivered. Liaising directly with other departments within HCL to improve service and to suggest improvements where appropriate.
Bring to the immediate attention of Senior Management any issues or concerns that could have a detrimental impact on either HCL or our clients reputations.
Ensure that data security precautions are undertaken at all times to prevent the possibility of identity theft.
Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies.
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