Motor Finance Specialist

1 day ago

Maple Cross, Hertfordshire, United Kingdom Mobilize Financial Services Full time
About Us

Mobilize Financial Services is the financial partner of Renault group brands and operates for Nissan and non-Allianz brands. We aim to strengthen their profitable growth and reinforce customer satisfaction.

We are a unique commercial brand that meets all customers' car-related and mobility needs. As a partner who cares for all its customers, we build innovative financial services to create sustainable mobility for all.

The Role

This is an exciting opportunity to join our team as a Motor Finance Specialist. You will be working with a small specialist team of advisors and case handlers, handling complaints and enquiries from customers, Claims Management Companies, and Law firms relating to motor finance commission.

You will be responsible for administering all tasks accurately and within defined timescales to ensure regulatory compliance. This will involve working closely with our external suppliers to provide information requests and escalations, with the aim of achieving first-time resolution on queries where possible.

You will also support the rollout of process changes following regulatory updates, ensuring that the department remains compliant and efficient.

As a key member of our team, you will build relationships across the department and wider business to deliver the requirements of the department.

Key Responsibilities
  • Demonstrate exceptional customer service skills in all interactions.
  • Respond to all enquiries and complaints in a timely and courteous manner.
  • Plan, prioritise, and organise tasks to ensure regulatory timelines are met.
  • Work closely with case handlers, both internal and external, to ensure a consistent approach to responses.
  • Maintain good knowledge of the regulatory position regarding Motor Commissions and any guidance on how complaints are to be handled.
  • Accurately log and respond to enquiries and complaints within current and future MFS systems.
  • Work with the Motor Commission Support team to ensure CMC/Law Firm bulk submissions are completed and responded to in a timely manner.
  • Collaborate with Service Delivery and Marketing Communication colleagues to ensure responses are accurately sent through Salesforce Marketing Cloud.
  • Support external suppliers with training for new starters and process changes.
  • Support external suppliers with additional information requests and escalations to enable them to accurately respond to customers.
  • Assist the Head of CRD with Motor Commission cases referred to the Financial Ombudsmen Service (FOS) and any Legal cases.
  • Ensure department KPIs (Key Performance Indicators) and SQCs (Service Quality Commitments) are met while maintaining high standards and service levels.
  • Show excellent commercial awareness to enable informed decision-making.
  • Maintain good knowledge of our products and services, both historical and current.
  • Comply with all relevant legislation at all times, including the Consumer Credit Act, Money Laundering Act, Data Protection, FCA, FOS, and the FLA code of practice.
  • Complete all mandatory training promptly, ahead of deadlines.

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