Description
Complaint Handler, Financial Services, Mortgages
To investigate and resolve project and performance related complaints relating to Mortgage Endowment Review ensuring customers are treated fairly and service levels are maintained.
Investigate and resolve Mortgage Endowment (ME) complaints, complying with all regulatory and procedural guidelines to ensure customers are treated fairly
Carry out 'what-if' analysis so that ME complaints are resolved and customers are compensated correctly and fairly
Comply with Customer Contact Strategy to ensure all customers are treated fairly & kept informed regarding the progress of their complaint
Candidates will ideally be FPC 1,2,3 or equivalent and have CF6 (mortgage advice) or equivalent
Skills:
- Customer skills, including empathetic communication with customers by telephone and in writing
- Confident, professional telephone manner
- Ability to understand and apply product and process information quickly
- Ability to work under pressure
- Problem solving and decision making
- Desire to help our customers
Experience:
- Mortgage Endowment Review complaints experience
- Working knowledge of Mortgage Endowment review processes
- Proven customer service experience in a financial services role
- Thorough understanding of complaint handling processes, FCA rules and appropriate redress
- Proven ability in using MS Word and Excel