Complaints Handler - Banking
Fully remote working
Contract: Immediate - circa two months
Candidates must be available for an immediate start.
The Complaints Handler will have for responsibility for investigating and addressing complaints. You will play an instrumental part in reducing/eliminating predictable and repeat complaints.
Working Hours: 9am – 5:15pm
Your Responsibilities:
* Deal with the daily volumes of correspondence/workload efficiently.
* Respond to daily queries and correspondence in a timely manner and within SLA.
* Be able to work in a challenging and pressurising environment.
* Fully investigate telephone and written customer complaints/or Appeals within the agreed.
* Service Level Agreements and ensure internal process is strictly adhered to.
* Ensure all complaints/Appeals are dealt with effectively and efficiently and are fully compliant with our regulatory requirements under the Consumer Protection Code, CCMA and Data Protection Code etc.
* Liaising with the Area Offices, the Branch network and all departments during the course of an investigation, retrieval of all relevant documentation to assess a case, agree resolution/response with all parties seeking advice from the Bank's Legal department where appropriate to avoid litigation.
* Identify and raise service improvements and systemic issues to avoid recurrence of similar type problems to continuously improve the Banks Service levels.
* Providing advice and support to internal customers to assist in resolving complaints at source. Keep monthly contact with branch and departments under partnership agreement.
* Escalating issues of risk to Compliance Department and other areas within the Bank.
* Promoting a customer service ethos within the organisation.
* Where required, assist with the investigation of any Ombudsman/Mediation Case.
* Assist with MI reports.
* Support the operation of the department through various essential ad hoc /admin functions.
* Provide ongoing telephone and administrative support to customers & branches
* Maintain high standard of administration duties.
* Ensuring good communication across the team to encourage a seamless service.
* Meets all SLA's relevant to the Department.
* Ensures all regulatory and compliance standards are fully adhered to.
* Fully support change agenda in relation to any new project / processes.
Requirements:
Essential
* Previous complaint handling experience in the banking/payments sector.
* Strong communication and interpersonal skills.
* Excellent written skills, with an ability to present written material in a clear, concise, comprehensive and convincing manner.
* Strong investigation skills and ability to identify service shortcomings and potential conduct risk issues.
* Maintain compliance with all relevant and applicable internal and external rules, regulations, and polices that govern this position.
* Good PC skills (in particular word, excel and power-point).
* Excellent planning and organising skills.
* High levels of drive, self-motivation and resilience.
Desired
* Financial Services Complaints Management Experience
* Knowledge of the Bank's products and services
* Working knowledge of key Bank systems
Job Type: Fixed term
Contract length: 2 months
Pay: €35,000.00-€35,001.00 per year
Benefits:
* Employee assistance program
* Work from home
Work Location: Remote