French Speaking
2 weeks ago
Insurance
- Financial Services
- French Speaking
KEY RESPONSIBILITIES
- Engage with customers throughout the complaint process, ensuring regular updates on progress with the complaint while ensuring that you handle complaints fairly.
- Review and learn from past decisions, including decisions made by the local Ombudsman or Regulators.
- Gather all necessary evidence in relation to complaints and ensure fair customer outcomes. Prioritise and handle your own case load and conduct telephone calls with customers in a professional manner.
- Work with internal departments and gather information to investigate complaints and are responsible for managing all incoming enquiries effectively, while always providing the customer with a professional service.
- Make a final decision on the merits of the complaint and calculate payments where appropriate and communicate outcomes clearly to customers.
- Liaise with local Ombudsman where necessary and Build & maintain relationships with the business and be in a position to explain the rationale behind decisions when appropriate.
Knowledge & Experience
- Fluent speaker of English and French
- Fluent on at least one other language is highly desirable but not essential
- Customer Service experience
- Complaint handling experience is desirable
- Operational experience, demonstrating a professional standard in customer care.
- Experienced in MS Office Packages
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