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Dispute Resolution Executive

4 months ago

Manchester, United Kingdom Shawbrook Bank Full time

The Opportunity

Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.

We offer a diverse range of savings and loan products. From personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties - no two customers are ever the same.

We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes. We rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.

If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person

Work with us because you:

- Want to be part of a bank built for the dynamics of the modern world
- Relish a challenge and enjoy past faces, innovative and hardworking culture
- Enjoy finding new and better ways to solve complexity and make things happen
- Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
- Care about society and the environment and want to be part of a business that cares too
- Want to continue to grow professionally and be the best version of yourself

The Role & Responsibilities

The Dispute Resolution Executive plays an important role in the Bank’s ability to effectively manage regulated complaints and dealing with section 75 claims.
- The role holder will be responsible for handling regulated customer complaints, complex queries, section 75 claims, and warranty claims
- The role holder will be accountable for delivering good quality outcomes which are aligned to Shawbrook’s customer charter and ensure that cases are managed efficiently and in a timely manner.
- Providing support to management by producing accurate documentation, ensuring the quality and accuracy of data input and ensuring all standard conditions are satisfied as detailed in the company's procedures manual.
- To ensure a timely resolution and keeping levels of complaints and section 75 disputes to a minimum in line with the service standards and FCA regulation (for complaints). This will include correspondence with CMC’s/law firms and direct customers and where appropriate liaising with Shawbrook partners and suppliers.
- In terms of complaint handling, where required deal with any cases referred to the Financial Ombudsman Service (FOS) and be the point of contact with FOS relating to the cases assigned to you
- To ensure cases are recorded accurately and promptly on the Complaint/Dispute Management System
- Handing calls and responding appropriately and in a courteous and efficient manner
- Develop strong relationships with key partners and other staff offering a personal service

The Person
- Demonstrable experience of working with FCA regulated complaints as a complaint handler
- Evidence of handling section 75 claims effectively and in line with the CCA
- Strong banking industry experience
- Experience of working to tight deadlines
- Experience of working in a team.
- Computer literate (good knowledge of MS Office suite - Excel, Word, Power-Point)
- Knowledge of Conduct Rules
- Knowledge of TCF
- Understanding of FCA Handbook including relevant DISP rules and requirements
- Adaptable & flexible
- Excellent communication skills required including verbal and written.
- Ability to lead and work as part of a team.
- Excellent planning and organisational skills

Reward

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

- Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace, a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
- Minimum of 27 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our su