Case Handler

1 week ago

London, United Kingdom Chadwick Nott Full time

Our client, a large Bank require Case Handlers for their Remediation and Regulatory team on a 6 mth contract basis Remediation & Regulatory aim to provide an excellent standard of service to customers, clients and regulatory bodies through supporting the thorough investigation and resolution of remediation activity in line with agreed timescales and regulatory guidelines. The role of a level 2 Quality Checker is to conduct a review and grading assessment into case handler's investigations to ensure the customer has been provided with a resolution which follows FCA and Bank handling guidelines, always ensuring the appropriate outcome is issued to the customer.

£150 per day (via an approved Umbrella)

Key roles & responsibilities:
To execute quality checks on Remediation cases to ensure they meet required FCA and Bank handling guidelines and the customer receives the correct outcome.Assess that there are thorough case records which rationalise the case handlers key decision-making steps and final outcome to ensure a full case record is kept for audit and/or FOS purposes.Where appropriate assess redress calculations using all calculation tools (Inc. manual calc) provided to ensure the customer receives the correct level of redress based on their individual circumstances.To plan, prioritise and case manage multiple quality checks to resolution, ensuring cases are checked in line with the agreed Quality Framework timescales.Be proactive in raising any quality concerns/feedback to the Remediation operational area. This includes utilising all feedback mechanisms effectively and providing F2F feedback where appropriate.Coaching and encouraging the development of staff to achieve the required level of competence in order to achieve optimum levels of performance.To support quality TM in working with the operation to drive quality improvements at agent, team and department level.To support complaints remediation and aftercare audits to ensure delivery of customer requirements are delivered within agreed SLA's.When required complete administration/complaint handling work to the required standard to support the operation.To achieve key metrics of quality and efficiency.To work as part of a team and support the training of other team members where appropriate.Be proactive in identifying control gaps and improvement opportunities, and where identified, ensure that issues, process improvement opportunities and control gaps are escalated accordinglyTo have and maintain the required level of technical competence through personal development and training, so that you remain aware of any changes to policy/process that may impact your delivery of the correct customer outcome and/or business process requirements.

This role will be based remotely

**If you feel you have the skills and experience to be suitable for this role please send your CV for consideration.**

Chadwick Nott Ltd is acting as an Employment Business in relation to this vacancy.

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