Collections Specialist

6 months ago

London, United Kingdom Onmo Full time

Onmo is on a quest to be the world’s most proactive bank. We improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions.

The founding team is in place. And we are launching with a fully functional app. Starting out with a current account and credit card, we will be broadening our portfolio soon with the foundations in place for a positive, supportive and thoughtful new bank.

The role of the Complaints Specialist is to handle all customer complaints across all products, services and channels. The Complaints specialist will log and work all complaints within agreed internal and regulatory timescales, ensuring all complaints worked are to the highest quality and with an independent lens to ensure fairness.

The complaints specialist will also be responsible for ensuring complaint themes and opportunities are fed back to the business on a regular basis. You will be a passionate, proactive and customer focused individual whose priority is to resolve complaints, moving detractors to promoters and ensuring that the relevant areas in the business has clear sight of all learning opportunities.

The Complaints Specialist will be dedicated to ensuring fair customer outcomes in every interaction.

**What will you be doing?**
- Handle customer complaints received via all contact channels, fairly and thoroughly to ensure that the right outcome is reached.
- Resolve complaints within agreed SLAs, managing your workload effectively to ensure all complaints are logged, acknowledged, investigated and resolved promptly against both internal and regulatory expectations.
- Work all FOS complaints within required timescales and any other complaints that include third parties, such as CMCs.
- Assess complaints and make redress recommendation to demonstrate a fair and reasonable solution.
- Ensure that you are always abreast of departmental SLAs and are reacting promptly and appropriately to issues or concerns, ensuring these are flagged to your line manager immediately.
- Create and maintain RCA in collaboration with your team members. Presenting to key stakeholders on a regular basis.
- Be an advocate for preventing customer detriment within the business - sharing findings from RCAs and generally highlighting areas of opportunity to the business.
- Making suggestions on improvements that can be made with processes to reduce the volume of complaints at the source.
- Record all customer information on accounts, ensuring all details are accurate and in line with company policies and procedures.
- Take ownership of queries, liaising with the relevant departments where needed to ensure the customer receives the appropriate response within agreed SLA’s
- Liaising with the Financial Ombudsman service on complaints raised to them Support the front line team with escalated expressions of dissatisfaction.

**What are we looking for in you?**
- At least 2 years demonstrable experience of handling complaints within a Financial Services environment across numerous contact channels
- Experience working within the Banking environment with extensive product knowledge in both Credit and Debit Card products.
- Experience in broader Collections cycle and a good understanding of vulnerability
- You have a natural passion for delivering outstanding customer experience.
- You understand the importance of treating all customers fairly and have a demonstratable track record in going the extra mile for the customer.
- Excellent written, listening and communication skills. With proven experience in writing bespoke responses to complaints.
- Strong Microsoft excel skills.
- Familiar with FCA regulation, FOS and Consumer duty as it pertains to the treatment of customers within financial services
- You are curious by nature and have the ability to think on your feet
- You demonstrate a proactive and creative approach towards problem solving, to both customers and colleagues
- Operations is a key part of our business, which means you’ll have the opportunity to make a huge impact in our brand reputation. You will need to be versatile and embrace the prospect that no two days are the same
- You want to make a difference: working on the front line you’ll play a key part in shaping the culture at Onmo and how our customers perceive us. It’s key that you can add a human touch and empathize with our customers, so they have the same type of experience every time they contact Onmo, regardless of who they speak to.

**What’s in it for you?**
- Be part of something This is a rare opportunity to join a consumer-driven business in its infancy, bringing to market a suite of exciting new products. As our funding is secure, this is the best of start-up environments.
- We have overcome huge hurdles, gaining a lending license and creating a fully-plumbed, working app. We now need experts like you to help us shift into the next stage of our growth.
- Be part of a small, motivated

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