Customer Resolution Officer

5 months ago

Solihull, United Kingdom BNP Paribas Full time

CUSTOMER RESOLUTION OFFICER (JOB NUMBER: OPE002710)

Job Title: Customer Resolution Officer

Location: Solihull - hybrid

Hours: Full time, Permanent
- _______________________

**A bit about us**:
At BNP Paribas Personal Finance, we’re part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment.

We’re here to provide simple and straightforward consumer finance solutions and we work with many well-known retailers and brands to help their customers finance their purchases in a responsible way.

We care about making a positive impact for our colleagues, customers, partners and the wider community. That’s why we live by our values of we're positive, we’re brave, and we own it.

**The Role**:
Reporting to the Customer Resolution Team Leader for either the Triage or Resolution Team, the Customer Resolution Officer will be responsible for resolving consumer credit related complaints in accordance with the requirements of FCA Regulation, the Dispute Resolution Sourcebook (DISP), the Financial Ombudsman Service, Consumer Credit Act, the Sale of Goods Act, the Sale and Supply of Goods to Consumers Regulations 2002 and all aspects of Conduct Risk requirements.

**Key Responsibilities**:

- Resolve all complaints in a timely manner and the appropriate level of redress has been compensated; ensuring the investigation is in-depth and the fair treatment of customers have been deliberated in reaching a fair resolution for the customer.
- Adhere with FCA Regulation Rules and Guidance in particular DISP, BNP Paribas Personal Finance policies and all aspects of Conduct Risk requirements; ensuring the appropriate and fair customer outcome is at the forefront of complaint investigations.
- Actively support the Customer Resolution Team Managers in improving and implementing of the complaints handling procedures
- Manage and maintain the Respond Complaint database so that accurate and effective management information may be produced when required.
- Assist the Customer Resolution Department in adhering to regulatory and department Key Performance Indicators (KPIs)

**Skills & Attributes**:

- Results focused
- Able to prioritise and organise
- Understanding of FCA or Financial Regulatory Bodies
- Excellent Communicator
- Proactive
- Good attention to detail
- Analytical skills
- PC Literate with good keyboard skills

**Could this be you?**

BNP Paribas Personal Finance believe it’s a positive attitude and passion to make things happen that matters most.

**What’s in it for you?**

**Equal Opportunities Disclaimer**


**Primary Location**: GB-ENG-Solihull

**Job Type**: Standard / Permanent

**Job**: CUSTOMER RELATIONSHIP MANAGEMENT

**Education Level***: Not indicated

**Schedule**: Full-time

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