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Customer Relations Case Specialist
4 months ago
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. Ensurethat 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.
- Handle all complaints received across specific their brands and product lines within the formal response stage of the complaint handing process.
- Complete the initial acknowledgement of a complaint promptly, systematically and fairly and within set time limits.
- Take ownership for managing and resolving all allocated customer queries within agreed authority, ensuring that you have carried out a thorough investigation of the cause of individual complaints by gathering information from relevant departments and reviewingthe relevant documentation.
- Make recommendations for fair, impartial decisions on whether to uphold a complaint in line with the Bank’s policies and set mandate and calculate redress and compensation in line with regulatory and FOS guidelines.
- Work with the Senior Specialist and Team Leader to identify actions to address the cause of complaints and share these with the Root Cause Function.
- Following an investigation, provide the department with a critical analysis of their current processes and documentation with a view to reducing future complaints. Where necessary, proactively challenge or provide reasoning to decisions with key stakeholders.
- Ensure that the quality of the investigation notes and communication with the Customer is to a high standard and meets the quality assessment standards outlined by the Quality Assurance team.
- Maintain detailed and accurate customer related information on all relevant systems and databases
- Take responsibility for handling Customer Complaint mailbox activity on a rota basis
- Support in Collation of, and production of reports and summaries of patterns and trends, and offer recommendations to managers to reduce and prevent complaints
- Support the Senior Specialist (Tier 2) and Team Leader in the preparation of case submissions and Business Response forms to the Financial Ombudsman Service for management review and sign off.
- Assist in the annual review and maintenance of the functions policy and procedures where applicable and as requested by Customer Relations Management
- Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
- **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 in at least one of legal entities/product lines is essential
