Overview
Complaints Handler - Banking (Fully remote). Contract: Immediate – circa two months. Working Hours: 9am – 5:15pm. Candidates must be available for an immediate start.
The Complaints Handler will be responsible for investigating and addressing complaints. You will play an instrumental part in reducing/eliminating predictable and repeat complaints.
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 processes are strictly adhered to.
* Ensure all complaints/Appeals are dealt with effectively and efficiently and are fully compliant with regulatory requirements under the Consumer Protection Code, CCMA and Data Protection Code, etc.
* Liaise with Area Offices, the Branch network and all departments during investigations, retrieve relevant documentation, and assess a case; seek advice from the Bank’s Legal department where appropriate to avoid litigation.
* Identify and raise service improvements and systemic issues to continuously improve service levels.
* Provide advice and support to internal customers to resolve complaints at source; maintain monthly contact with branches and departments under partnership agreement.
* Escalate issues of risk to Compliance Department and other areas within the Bank.
* Promote a customer service ethos within the organisation.
* Assist with the investigation of Ombudsman/Mediation cases as required.
* Assist with MI reports and support the operation of the department through various essential ad hoc/admin functions.
* Provide ongoing telephone and administrative support to customers and branches.
* Maintain a high standard of administrative duties and ensure good communication across the team to deliver seamless service.
* Meet all SLAs relevant to the Department and ensure 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 the ability to present written material clearly and convincingly.
* Strong investigation skills and ability to identify service shortcomings and potential conduct risk issues.
* Maintain compliance with all relevant internal and external rules, regulations, and policies.
* Good PC skills (Word, Excel, PowerPoint).
* 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
Location and Employment Type
Dublin, County Dublin, Ireland
Salary: €16.00-€17.00; Other salary ranges observed include €32,000.00-€35,000.00 and €35,000.00-€42,500.00 (various postings).
Additional information
Sedgwick is an Equal Opportunity Employer.
The statements contained describe the general nature and level of work being performed. They are not intended to be a comprehensive list of functions, duties, or local variances. Sedgwick reserves the discretion to add or to change duties at any time.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Insurance
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