Senior Customer Relations Account Representative

1 week ago

Chatham, United Kingdom Vanquis Bank Full time

**Location**: Chatham**Salary**:
**Closing Date**: Wednesday 14 February 2024**Senior Customer Relations Account Representative - FOS Team**

**Level 9**

**FTC until 30/06**

**About Us**:

- Vanquis Banking Group has a rich history dating back to 1880. The company was founded in Bradford by Joshua Kelley Waddilove as The Provident Clothing and Supply Company to help people access finance and goods who couldn’t from traditional lenders.- Today, Vanquis Banking Group is a FTSE All Share company listed on the London Stock Exchange with around 1.6 million customers and plays the same role in people’s lives today, as it did when it was founded.- Vanquis Banking Group is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.**Job purpose**:

- This is a small team where a broad knowledge base and attention to detail is key as is the attitude to step up and take ownership of the department’s performance.-
**In your day-to-day role you will**:

- Provide professional written communication to the FOS following a request on new case Business Files. Gather all information relevant to the defence of the case (including liaising with other departments as required) and submit completed business file within timescales.
- Respond to all requests from the FOS for further information, in respect of previously submitted business files.
- Respond to assessments issued by the FOS investigators. Consider challenging as appropriate, liaise with Management, Senior Management (within department or across VBL) & where appropriate seek guidance from Legal and/or Compliance, before requesting a Final Decision from an Ombudsman
- In respect of challenges to the FOS assessments, research all areas of rules, guidelines etc. e.g FCA Handbook, UK Cards Association guidelines, Consumer Credit Act 1974 and subsequent additions/amendments, and use these in defending cases. Liaise with Legal Department as required.
- In respect of assessments which are not challenged, arrange and co-ordinate settlement, arrange for any payment to the customer as requested and for any other actions to be taken e.g credit file amendments. Liaise with all relevant departments and ensure the actions are carried out. Ensure completion of all relevant fields on Respond, including summarizing the case/assessment to enable briefing to Senior Management
- Work any requests post settlement, from either FOS or the customer e.g. if actions not completed in full (often credit file amendments)

**What You’ll Bring To The Team**
- This is a role where multi-tasking, organisation and communication will be key to success. To be considered for this role, the following skills and experience is required:
- A full understanding of and experience dealing with complaints processes and procedures
- FOS background and/or experience
- The ability to question, review and challenge current processes and decisions to continually improve procedures and outcomes for our customers
- You’ll be professional and confident to deal with complaints both over the telephone and in writing
- Confident in dealing with and challenging colleagues both at peer and senior levels.
- You’ll be focused on your own goals and those of the department, liaising with other areas of the business when needed
- Able to articulate detailed and complex issues in a clear and concise manner.

**Why Vanquis?**
- Vanquis was established in 2003, offering a credit card designed to help customers improve their credit score. In 2016, Vanquis introduced personal loans to give customers additional opportunities on their credit-building journeys. Vanquis brings together our lengthy history in the financial sector with modern money management through its online and app-based accounts.- Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today.**On top of all this, we will give you a package including**:

- Competitive salary
- Discretionary annual bonus
- Hybrid working considered
- Up to 30 days holidays in addition to bank holidays
- Pension Scheme with matched company contributions up to 5%
- Private Medical Insurance
- Extensive opportunities for personal and career development
- Opportunity to grow, develop and learn
- Colleague Perks at Work discount platform
- Season ticket loan
- 1 paid day to ‘give back’ to local communities or chosen charity
- We strive to constantly improve the way we look after our people and have created an environment where everyone feels valued and can be the

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