Description
Complaints process Consultant-Contract
Financial services/Operational/Process improvement/Regulatory/Remediation
A leading bank is currently conducting a customer contact exercise to contact approximately 80,000 clients who bought certain products between 2009 and 2012 to explain the findings of an FCA investigation into the products marketing materials and to offer customers a choice to switch products.
They urgently need a strong candidate to oversee and manage the operational aspects of the customer contact exercise which is provided by a 3rd party as well as work together with a number of Distributors who were involved in the sale of the products.
The candidate will be responsible for;
- Understanding the nature of the FCA issue & the compensation/alternative product offered to customers
- Reviewing and understanding the standard response templates developed to be used by the service provider and Distributors in response to queries and complaints from customers including claims for additional compensation
- Oversight of the outsourced service provider and the Distributors handling of the complaints process to ensure it is working effectively, management information is accurate and customer are receiving appropriate responses on a timely basis
- Providing specific guidance to service provider and Distributors with regards to complaints and customer claims outside of the anticipated standard set.
The ideal candidate needs to show evidence on their CV of:
- Operational process improvement including gap analysis, communications and planning.
- Banking and financial services background.
- Knowledge of complaints procedure from customer engagement to resolution.
- Exceptional communication skills to update stakeholders, regulators and seniors as well as engage and build relationships with 3rd parties.
- Preferable- worked on large remediation/complaints initiative rather than daily/adhoc issues- eg PPI, Interest Rate Hedging MIS-sell, Consumer Credit
Please contact me ASAP if you are a true match for this role.