Case Assessor

**What we're looking for**:
As a Case Assessor, you’ll be responsible for successfully resolving deposit disputes received by mydeposits following the resolution process, so you’ll need to have work experience relating to complaint or claims resolution within a property, legal, or customer service environment.

The ability to organise and plan your time effectively is essential as you’ll need to assess, handle and resolve all dispute cases within the agreed key performance indicators and Scheme Rules. As a Case Assessor you’ll be providing advice and looking to reach a negotiated resolution, you’ll need to have excellent attention to detail, be solution-oriented, and have the ability to communicate clearly and precisely.

You’ll also be a natural at working in a team as you’ll be assisting with training new staff and providing support for the wider team when needed.

**Some of the things you'll get up to**:

- Daily interaction with letting agents, landlords, and tenants providing information and guidance on the dispute resolution process
- Handling and resolving a set number of disputes received by the scheme by way of early resolution ensuring all Key Performance Indicators and timescales are followed
- Approving dispute cases, assessing evidence provided and logging disputes, ensuring that all information is recorded in a timely and accurate manner
- Administering the process of collecting and collating dispute evidence and disputed amount fees, ensuring that the correct procedures are followed within the required timescales
- Assisting with the maintenance of relevant spreadsheets/logs and providing data to relevant parties when required
- Assisting with the preparation of monthly reports for Government and internal purposes and assisting with the production of the annual report
- Recommending process/service improvements as part of ongoing overall case management, and assisting with analysis and project work where required

**We'd like you to have**:

- Experience in the property sector especially the private rented sector and a lettings background is desirable, as well as a basic understanding of the insurance or financial services industry
- Good knowledge of Microsoft office packages including Word, Excel and PowerPoint
- Excellent understanding of mydeposits Scheme Rules(following training)
- Ability to work within a team environment and to co-operate with team members thereby building effective working relationships
- Sound knowledge of Microsoft Office packages and the ability to learn new systems and processes as required
- Drive and self-determination with the ability to find and implement solutions to problems

**Benefits**:

- 23 days holiday + UK bank holidays
- Flexi-time
- Life assurance
- Private health care for you and dependents
- Employee Assistance Programme, including GP Line, cashback for treatments, advice line
- Season ticket loan
- Rental deposit loan
- Annual leave purchase scheme
- As part of the HFIS Group, access to discounted personal insurance is available

At Hamilton Fraser we value development and progression of all our people and so we also offer financial support for studying towards professional qualifications plus study time. As an employee, you will also benefit from a wide variety of high-quality in-house and external training.

We have a relaxed and friendly environment, and our dress code reflects this.

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

**Salary**: Up to £28,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Employee discount
- Private medical insurance
- Referral programme
- Sick pay

Work Location: Hybrid remote in Borehamwood, WD6 1JH