Complaints Resolution Specialist

2 weeks ago


Fleet, Hampshire, United Kingdom CHL Mortgages Full time
Job Overview

CHL Mortgages seeks an experienced Complaints Handler to investigate and resolve customer complaints in a timely and professional manner.

Key Responsibilities
  • Action all complaints received via the Complaints system within specified timescales.
  • Undertake verbal and written communication with complainants and regulators within given timescales.
  • Investigate registered complaints using all available information and resources.
  • Act with integrity, due skill, care, and diligence in dealings with customers and third parties.
  • Refer to and discuss with the Chief Operating Officer complaints requiring a "final" or "deadlock" letter.
  • Produce monthly Complaints report to the Executive Committee.
  • Attend monthly Complaints meetings with Senior Management to discuss previous months' complaints, root cause analysis, and implications for the company.
  • Complete and maintain all logs pertaining to company complaints.
  • Ensure CHL Mortgages meets the FCA Complaints Reporting deadlines bi-annually in conjunction with the Compliance Manager.
Requirements
  • Experience in the Mortgage servicing sector.
  • Regulated complaint handling experience.
  • Ability to work independently and hit the ground running.
  • Highly organized with strong written and verbal communication skills.


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