Incident Resolution Specialist

3 weeks ago


Edinburgh, Edinburgh, United Kingdom Diligenta Full time
Incident Resolution Specialist

At Diligenta, we're committed to delivering exceptional customer service and ensuring our clients' operations are transformed. As an Incident Resolution Specialist, you'll play a vital role in completing rectification activities for corporate incidents, ensuring they meet client and regulatory expectations. Your main purpose will be to investigate populations, identify impacted customers, and calculate customer detriment. You'll also be responsible for raising compensation payments, updating data on BaNCS, and communicating rectification actions to customers via letter or phone. This is an exciting opportunity to join our Corporate Incidents team and contribute to our vision of being the best-in-class platform-based life and pensions administration service provider.

Key Responsibilities

• Raising of compensation payments and calculation of late payment interest
• Investigation of populations to identify impacted customers
• Calculation of customer detriment
• Updates to data on BaNCS
• Customer contact via letter or phone to communicate rectification actions
• Individual expectations on output, completion to timeframes and quality met
• Potential issues identified and pro-active in identifying solutions
• Written and telephone correspondence entered into with customers and other areas in the business to resolve problems
• High level of customer focus maintained at all times
• Compliance with relevant legislation such as the Data Protection Act and vigilance in areas such as Money Laundering
• All line of business and Incident specific systems and records used and updated correctly
• Own knowledge of products, procedures and systems is standard and kept up to date
• Train, support and complete checking and auditing for other team members

Requirements

• Excellent written communication skills
• Customer focused, with a confident, professional telephone manner
• Ability to take on board product and process knowledge and apply it quickly
• Are able to learn and effectively navigate multiple computer systems
• Ability to work effectively under pressure
• Flexibility and adaptability
• Good time keeping and self motivated

What We Offer

At Diligenta, we're committed to providing a great work culture and progression routes for our employees. As an Incident Resolution Specialist, you'll have access to a range of benefits, including 33 days' annual leave, eligibility for an annual discretionary bonus scheme, private healthcare, and personal and career development opportunities. You'll also have access to our online discounted shopping platform, Perks at Work, and our Cycle to Work Scheme and Interest-free Season Ticket loans. We're proud to offer a comprehensive set of Moments that Matter policies, including Carer's Leave, Foster Leave, and Retirement Leave, as well as a contributory company pension scheme and Group Life Assurance. We're committed to supporting your mental, physical, and financial wellbeing through our Employee Assistance Programme and other benefits.

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