Customer Relations Case Specialist

2 weeks ago


Chatham, United Kingdom The Curve Group Full time

**Salary £30,000 -£32,000 + bonus ( based on experience )**

**(Hybrid Role) based in Chatham, Kent**

Our client is a specialist mortgage lender that focuses on sub-segments of the mortgage market (buy-to-let, residential, commercial, development finance, bridging and asset finance).
- **Job Purpose**

The key purpose of this role is to understand, thoroughly investigate and manage all complaints received from our customers, with key focus on owning complaints that are escalated to formal response stage and resolving in line with FCA DISP timelines. Ensure that all complaints are handled in accordance with the Bank’s Internal Complaints Handling Policy and Procedures, in line with Treating Customers Fairly (TCF) and FCA regulation considerations.

**Experience Requirements**
- 2 years’ SRC complaints handling experience OR 1 years’ previous complaints handling experience working in a regulated financial services environment is essential
- 2 years’ experience working in a Financial Services environment within a customer facing role is essential
- 1 years’ experience of investigating complaints in line with FCA regulations is essential
- 1 years’ experience of working with vulnerable customers is essential
- 1 years’ experience of formal letter writing is essential
- 1 years’ experience in at least one of legal entities/product lines is essential
- Secured loans and second charge lending environment;
- Underwriting (Specialist Lending), Lending Servicing and Operations;
- Savings and Branch based Operations

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£32,000.00 per year

**Benefits**:

- Company pension

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- Financial services: 2 years (required)

Work Location: Hybrid remote in CHATHAM



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