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Mortgage Complaint Resolution Specialist

2 months ago

Northampton, United Kingdom Barclays Bank PLC Full time
About the Role

We are seeking a highly skilled Mortgage Complaint Resolution Specialist to join our team at Barclays Bank PLC. As a key member of our Mortgage team, you will be responsible for investigating complex complaints and taking ownership of the end-to-end process to complete the investigation.

Key Responsibilities
  • Investigate complex complaints and take ownership of the end-to-end process to complete the investigation.
  • Work closely with a team of complaint handlers to support developmentally and coach.
  • Provide exceptional customer service while resolving more complex customer needs and requests.
  • Collaborate with teams across the bank to align and integrate customer care processes.
  • Identify areas for improvement and provide recommendations for change in customer care processes.
  • Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
  • Resolve specific customer inquiries and issues related to the bank's products and services.
  • Develop and execute reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
  • Stay up-to-date with industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Requirements
  • Excellent written and verbal communication skills.
  • Detailed-oriented with past experience coaching and developing a team.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Strong analytical and problem-solving skills.
  • Ability to work collaboratively with cross-functional teams.
  • Strong customer service skills with a focus on resolving complex customer needs.
What We Offer
  • A competitive salary of £30,000.
  • A Monday to Sunday 7am-11pm contract.
  • The opportunity to work with a leading financial institution and contribute to the success of our Mortgage team.
  • A collaborative and dynamic work environment.
  • Ongoing training and development opportunities.