Description
Complaints, complaint handling, products, wealth management, customer service, SIPPS, CFD/FST, International Trader, FSA, Governance,
IMMEDIATE!
The job holder will deal with a range of complaints handled by the UK&IPB complaints team, specifically complex & high risk regulated product types sold by the private bank.
You will manage an average complaint caseload of 15-20 cases at any one time and if the position is not filled there is a significant risk of degraduation in service levels, client experience and in particular the team over 8 week position where there is a low tolerance level.
Business Skills:
The right candidate will be able to identify new complaints based on client conversations as a result of investigation other complaints. In this case they would pass to the Client Relations Adviser to log the complaint. Ensure that it's properly logged (lower priority). The right candidate will exhaustively pursue all relevant lines of enquiry necessary to produce a comprehensive and objective review of the complaint circumstances by employing a strong knowledge of core product sets, specialist products (eg SIPPs, CFD/FST, International Trader etc.), the sales process and internal and external regulations and procedures. Linked with a pragmatic application of technical knowledge gained from professional qualifications and the ability to extract available information from internal systems and frontline the right candidate will be able to build up a picture of the client and their risk profile, determine if they have been given appropriate advice and considered all elements of suitability of advice provided in line with Wealth internal criteria.
The right candidate will take into account sales conversations across multiple channels to determine liability and be able to identify the root cause of complaints and input into internal systems. The right candidate will be able to act as a point of support and escalation for less experienced colleagues, providing them with steer and coaching as required, identifying gaps in investigations and verifying calculations
The role holder will identify complaint root causes and ensure they are logged correctly
Academic and professional qualifications:
The right candidate will have excellent academics to include GCSE Grade C or above (or equivalent) in both mathematics and English Language. Industry qualifications such as FPC or CeFA are a requirement. Strong qualifications at A-Level are preferred. The role holder will also have a strong level of computer literacy and have proficient keyboard skills as these are both essential skills for this role.
Language skills:
The right candidate will have an excellent command of the English language with strong written and verbal communication skills and be able to communicate effectively across all levels with clients and colleagues.
Communication skills:
The role holder will have an excellent command of English language with strong written and verbal communications skills to deliver against our commitment to providing a world class service and drive our dedication to the client experience. The communication demands of the role are high as the role holder will be engaging with aggrieved customers on a frequent basis in addition to liaising with senior internal stakeholders. Therefore, high levels of visual and aural concentration will be required when locating and interpreting screen based information, whilst continuing a dialogue with the customer.
YOU MUST OF WORKED IN A SIMILAR ENVIRONMENT AND HAVE EXCELLENT CUSTOMER SERVICE TO BE CONSIDERED.
Allegis Group Limited and Aston Carter Limited operate Employment Businesses and Agencies and are companies within the Allegis Group Inc. group of companies, the fourth largest staffing company in the world, (collectively referred to as the "Allegis Group").
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