Dispute Resolution Executive

1 month ago

Salford, United Kingdom Shawbrook Bank Full time

**The Opportunity**

Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.

We offer a diverse range of savings and loan products. From personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords withmultiple properties - no two customers are ever the same.

We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes. We rise to the challenge of a complex case or unconventional circumstances, and we love to makethings happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.

If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person

Work with us because you:

- Want to be part of a bank built for the dynamics of the modern world
- Relish a challenge and enjoy past faces, innovative and hardworking culture
- Enjoy finding new and better ways to solve complexity and make things happen
- Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
- Care about society and the environment and want to be part of a business that cares too
- Want to continue to grow professionally and be the best version of yourself

**The Role & Responsibilities**

The Dispute Resolution Executive plays an important role in the Bank’s ability to effectively manage regulated complaints and dealing with section 75 claims.
- The role holder will be responsible for handling regulated customer complaints, complex queries, section 75 claims, and warranty claims
- The role holder will be accountable for delivering good quality outcomes which are aligned to Shawbrook’s customer charter and ensure that cases are managed efficiently and in a timely manner.
- Providing support to management by producing accurate documentation, ensuring the quality and accuracy of data input and ensuring all standard conditions are satisfied as detailed in the company's procedures manual.
- To ensure a timely resolution and keeping levels of complaints and section 75 disputes to a minimum in line with the service standards and FCA regulation (for complaints). This will include correspondence with CMC’s/law firms and direct customers and whereappropriate liaising with Shawbrook partners and suppliers.
- In terms of complaint handling, where required deal with any cases referred to the Financial Ombudsman Service (FOS) and be the point of contact with FOS relating to the cases assigned to you
- To ensure cases are recorded accurately and promptly on the Complaint/Dispute Management System
- Handing calls and responding appropriately and in a courteous and efficient manner
- Develop strong relationships with key partners and other staff offering a personal service

**The Person**
- Demonstrable experience of working with FCA regulated complaints as a complaint handler
- Evidence of handling section 75 claims effectively and in line with the CCA
- Strong banking industry experience
- Experience of working to tight deadlines
- Experience of working in a team.
- Computer literate (good knowledge of MS Office suite - Excel, Word, Power-Point)
- Knowledge of Conduct Rules
- Knowledge of TCF
- Understanding of FCA Handbook including relevant DISP rules and requirements
- Adaptable & flexible
- Excellent communication skills required including verbal and written.
- Ability to lead and work as part of a team.
- Excellent planning and organisational skills

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