Complaint Handler, Financial services/Life & Pensions

Lancashire  ‐ Onsite
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Description

Complaint Handler, Financial services/Life & Pensions

Complaint handler required to work with our financial services client to resolve complaints fairly, promptly and efficiently. In carrying out this role the complaint handler will investigate complaints about the administration or sale of our Clients products to assess whether any financial loss, trouble or upset has occurred. In the event that either the product is found unsuitable, or a delay, or incorrect information has been given on which the customer relied, determine and offer appropriate redress or corrective action.

Applicants must have "Advice Complaint skills" experience.

  • Complaints resolved fairly, promptly and efficiently
  • Individual measures for output and quality are met
  • Complaints are clarified and agreed by telephone with the customer ensuring the complaint is fully understood
  • The complaint outcome is reached and redress calculated that puts the customer back in the position that they would have been in had the error not occurred,
  • Technical advice obtained where required (both internally or externally) to assist with decision making
  • Trouble & Upset payments considered and authorised to agreed limits, or referred to appropriate next level
  • Complaint decisions discussed and agreed with customers by telephone and final decision communicated to the customer in writing in plain conversational English
  • The individual circumstances of the customer is recognised and the outcome is communicated with empathy
  • FCA Complaint Handling Rules (DISP) and all other relevant legislation such as the Data Protection Act and Money Laundering are complied with
  • Systems are updated including supporting documentation to ensure a full and accurate record is maintained which details the complaint investigation, how the decision was reached and the outcome
  • The Quality Audit process is followed and liaison with the Financial Ombudsman Service (FOS) takes place where necessary

Skills required:

  • Customer skills, ability to put yourself in the customer's shoes and communicate decisions with empathy by telephone and in writing
  • Confident, professional telephone manner
  • Ability to take on board product and process knowledge and apply it quickly
  • Ability to work under pressure
  • Resilient & driven
  • Problem solving and decision making
  • Desire to help customers

Experience required:

  • Working knowledge of Life & Pensions products
  • Understanding of Life and Pensions industry
  • Proven customer service experience in a financial services role
  • Knowledge and application of all relevant business systems and processes including workflow
  • Thorough understanding of Complaint handling processes, FCA rules and appropriate redress
  • Understanding of the suitability of the products for individual customer needs for life assurance, pensions, FSAVC, Pensions Review and mortgages
  • Proven ability in using Microsoft Word and excel

Start date
ASAP
Duration
3-6 months
From
Sanderson Recruitment Plc
Published at
08.06.2017
Project ID:
1357571
Contract type
Freelance
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