Incident Resolution Specialist

3 weeks ago


Edinburgh, Edinburgh, United Kingdom Diligenta Full time
Incident Administrator Role

Diligenta is a leading provider of life and pensions administration services. We're seeking an Incident Administrator to join our Corporate Incidents team.

As an Incident Administrator, you will be responsible for completing rectification activities for corporate incidents, ensuring they meet client and regulatory expectations. You will also provide efficient and good quality customer service.

Key responsibilities include:
  • Raising compensation payments and calculating late payment interest
  • Investigating populations to identify impacted customers
  • Calculating customer detriment
  • Updating data on BaNCS
  • Communicating with customers via letter or phone to resolve issues

Requirements

To succeed in this role, you will need:
  • Excellent written communication skills
  • A customer-focused approach with a professional telephone manner
  • The ability to learn and apply product and process knowledge quickly
  • Effective navigation of multiple computer systems
  • Ability to work under pressure and adapt to changing situations
  • Good timekeeping and self-motivation

Benefits

Diligenta offers a range of benefits, including:
  • 33 days of annual leave, including Bank Holidays
  • Eligibility for an annual discretionary bonus scheme
  • Private healthcare
  • Personal and career development opportunities
  • Access to Perks at Work, an online shopping platform
  • Cycle to Work Scheme and interest-free Season Ticket loans
  • A comprehensive wellbeing programme
  • A contributory company pension scheme


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