Customer Relations Case Specialist

3 days ago


Chatham, United Kingdom The Curve Group Full time

We have a current opportunity for a Customer Relations Case Specialist on a permanent basis. The position will be based in Chatham Kent and is a Hybrid role For further information about this position please apply.

Our client is a specialist mortgage lender that focuses on sub-segments of the mortgage marlet ( buy-to-let, residential, commercial, development finance ,bridging,and asset finance.)

**Job Purpose**

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.

**Experience Needed**
- 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 of working with vulnerable customers is essential
- 1 years' experience of formal letter writing is essential
- 1 years' experience in at least one of legal entities/product lines is essential
- Secured loans and second charge lending environment;
- Underwriting (Specialist Lending), Lending Servicing and Operations
- Savings and Branch based Operations



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