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Incident Resolution Specialist

1 month ago

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

An exciting opportunity has arisen for an Incident Resolution Specialist to join the Corporate Incidents Team at Diligenta.

In this position, you will play a crucial role in reviewing and resolving corporate incidents for our client. You will be responsible for investigating and analysing the root cause and planning the actions required to rectify the issue, either independently or with relevant parties.

The successful candidate will have a strong analytical mind, excellent communication skills, and the ability to work effectively under pressure. They will be responsible for coordinating communication among internal stakeholders, policyholders, advisors, and external clients, and organizing meetings as needed.

The Incident Resolution Specialist will oversee the entire incident process, including investigation, analysis, planning, fixing root causes, and remediation for customers. They will also handle regulatory reports and identify any breaches promptly. Additionally, they will maintain inaccurate system records and update them as necessary.

The ideal candidate will have a good working knowledge of Life and/or Pensions products, with expert knowledge in at least one area. They will also have a strong understanding of computer packages such as Microsoft Word, Excel, and Project. The ability to learn and effectively navigate multiple computer systems and interrogate system specifications is also essential.

The successful candidate will be able to make sound logical decisions, understand the impact of key decisions, and plan and organize activities required for CI resolution. They will also have a strong customer focus with excellent written and verbal communication skills.

Key Responsibilities
  • Coordinating communication among internal stakeholders, policyholders, advisors, and external clients, and organizing meetings as needed.
  • Overseeing the entire incident process, including investigation, analysis, planning, fixing root causes, and remediation for customers.
  • Handling regulatory reports and identify any breaches promptly.
  • Maintain inaccurate system records and update them as necessary.
  • Analysing data effectively and assess the impact on populations to determine required actions.
  • Identify recurring themes during root cause analysis and recommend solutions to internal stakeholders.
  • Assist with CI-related changes, from initial request through testing and feedback on Business Requirement Documents.
  • Maintain up-to-date knowledge of products, procedures, and systems to effectively manage Corporate Incidents.
Requirements
  • Strong knowledge of Life and/or Pensions products with expert knowledge in at least one area.
  • Good working knowledge of BaNCS.
  • Ability to learn and effectively navigate multiple computer systems and interrogate system specifications.
  • Excellent working knowledge of computer packages such as Microsoft Word, Excel, Project.
  • Strong analytical skills, ability to make sound logical decisions, understands the impact of key decisions.
  • Planning and organisation skills, ability to manage own workload effectively and plan and organise activities required for CI resolution.
  • Strong customer focus with excellent written and verbal communication skills.
  • Ability to work effectively under pressure