Customer Resolutions Executive

3 days ago

Solihull, United Kingdom Secure Trust Bank Full time

**_Job Purpose_**

To manage the complaints process by taking ownership of individual complaint cases and resolving satisfactorily, in accordance with STB process and procedures, and within the Regulator’s complaints handling rules. To provide outstanding service to both internal and external customers, receiving and responding to queries and requests and delivering a range of performance target indicators.

**_
Key Responsibilities_**
- Take ownership of complaints, investigate and resolve in accordance to FCA principles and STB values.
- Deal directly with the customers/colleagues/external businesses/FOS to resolve disputes.
- Make decisions with customer best interests in mind (TCF and Conduct Risk).
- Produce complaints issues, errors and breaches Management Information (MI).
- Provide high levels of service by identifying and satisfying customer needs
- Update/amend customer records/systems accurately to ensure we comply with the various codes and laws we work within.
- Demonstrates flexibility to ensure the administration work within the team is completed satisfactorily and within a timely manner.
- Pro-actively contributes to the growth and development of the Department, always viewing change as an opportunity to improve.
- Actively contribute to productivity targets and business standards.
- Self-motivates and takes accountability for own work with mínimal supervision when required.
- Be punctual, adhering to schedule to ensure Departments’ phone coverage is not detrimentally impacted.
- Compliance with relevant legislation/policy and procedures e.g. DPA/FCA/H & S etc.

**_Knowledge/Experience_**
- Experience within a customer focused environment
- Pro-actively spots opportunities
- Proven impact and influencing skills
- Computer literate - Detailed knowledge of screens and associated sub-systems
- Courteous and confident telephone manner
- Strong verbal and written communication skills

**Everyone is different. Everyone is valued**

We’re building one of the best banks in Britain. It’s what we’ve been doing since 1952 and in that time, we’ve learned that we’re more than the sum of our parts. We’re a strong Group because of our people. And all our people are different.

Every one of our employees brings unique talent, ability and perspective to their role.

That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould. We actively embrace and celebrate diversity, work with leading industry bodies and support initiatives that reinforce our philosophy of giving you the freedom to be who you are.

We’re an award-winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference.

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