Customer Complaints Advisor

3 months ago

Wrexham, United Kingdom Chetwood Financial Limited Full time

Who we are & what we do

Founded in 2016, Chetwood Financial is a digital bank using technology to make people better off. At Chetwood, we think differently. We act differently. Unlike traditional banking models, we’re not obsessed with customer ownership and cross-selling other products. We use our banking and technology experience to design and manufacture stand-alone financial products that meet the needs of those using them and by building unique and dynamic products, we make engaging with personal finances easier than ever before.

We’re always on the lookout for exceptional talent to join the team who share a belief in making a positive difference - making financial services better for customers by challenging conventions.

Role Purpose

As a Customer Service Advisor (complaints), you will be responsible for investigating, resolving, and reporting our complaints in line with regulatory requirements and FCA guidance. You’ll be establishing the facts of the case by liaising with both the customer and our stakeholders in addition to investigating our systems, to ensure you reach the right outcome for the customer.

The complaints function provides first-class customer service and plays a critical role in improving our products and processes throughout our customer’s journey. Therefore, we are looking for a Complaint Handler that is incredibly passionate about delivering outstanding customer service whilst remaining compliant with the regulations in place.

**Responsibilities**:

- Investigating, resolving, and reporting complaints in line with regulatory requirements and guidance, establishing the facts of the case from relevant parties and systems to ensure the right outcomes
- Identifying and monitoring root causes, trends and impacts of complaints, recommending remedial actions to improve processes, systems and controls
- Inputting of all complaints onto a CRM database accurately, ensuring that all data is correct and up to date
- Review complaint notification and decisions referred by the Financial Ombudsman Service (FOS) in addition to compiling evidence files for FOS review

Skills and Experience
- Relevant, recent exposure to dealing with customer complaints and complex cases within a financial services environment
- Excellent communication skills (written and verbal), in order to effectively communicate with customers. Demonstrating compassion, empathy and understanding is crucial
- The ability to understand customer queries and break them down in order to find solutions
- Strong attention to detail with experience working directly with customers account data
- Able to work alongside vulnerable customers and within associated policies and procedures.
- Financial services experience is essential
- Sound knowledge of fraud investigations and collections, including decision making and / or understanding of methodologies is desirable

What we offer
- A relaxed, sociable and flexible working environment.
- Great benefits including: life insurance, pension, private medical insurance (including dental and optical), free breakfast and drinks, monthly social events.
- Competitive salary.
- Opportunity to work for a progressive and exciting company.

Chetwood highlights

Here are just a few examples of what we’ve achieved so far and what’s coming soon.
- Secured strategic investment from Elliott Advisors of £150mil of capital, underpinning the planned growth of the business over the next few years.
- Secured a full banking licence from the PRA in 2018 - the only retail bank to do so that year.
- Launched the LiveLend Reward Loan; the world’s first dynamic loan that responds to improvements in customers’ credit score.
- Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new business in the since 2019.
- Launched SmartSave; providing customers with a simple, online savings account at a great rate.
- Achieved and maintained an ‘Excellent’ Trustpilot rating from both lending and savings customers.

We have a number of flexible roles available, these are full time (35 hours per week) and part time hours; the working patterns may vary and can include early and late starts and potentially a Saturday morning going forwards.

Chetwood Financial Ltd does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Financial and Terms & Conditions associated with the use of such CVs will be considered null and void.

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