CLOSING DATE: 14th March 2025, advert may close early if a high volume of applications are received.
Commission Insight Executive
Full Time Fixed Term Contract ending 31st December 2025
Salary: from £29,295 depending on experience
Benefits: Company Car, pension, healthcare, discretionary bonus and 27 days holiday in addition to statutory bank holidays plus much more!
CONTRACT : 35 HOURS PER WEEK (Hybrid) You'll need to be in the office in Milton Keynes at least 1 day per week and be flexible
We are recruiting for a Commission Insight Executive's to join our Customer Operations team. The role will be heavily focused on obtaining data and insight in relations to VWFS UK Commission models in order to support data and insight requests from the Financial Ombudsman service and/or litigation matters.
You will be responsible for answering inbound queries from the Financial Ombudsman and our legal team in an efficient and timely manner, liaising with internal and external stakeholders as required. You will also be expected to manage stakeholder relationships to ensure reports are fit for purpose and to drive continuous improvements to the existing process
This is what you could be doing:
* Investigation and Resolution of customer raised Commission complaints in line with our Complaints handling procedure
* Escalation of Claims Management Company (CMC) raised complaints to our external legal partners via SFTP
* Direct liaison with both CMC and private customers in order to validate legitimacy of their claim and also to answer queries in respect to their claims
* Completion of the FOS tracker in preparation for sending list to our Pricing team and forwarding on for validation.
* Collation of Business Files for Financial Ombudsman cases, including gathering of documentation and evidence of commission paid and the calculations behind it
* Answering FOS queries including clarification of Commission payments and calculations, additional information and evidence requests
* Processing of adjudications relating to FOS cases, including direct liaison with stakeholders including internal and external legal counsel in order to build appropriate defences and escalation for Final Ombudsman decision as required
* Administration of complying with FOS adjudications and/or court rulings, as well as calculation and pay out of rulings where applicable
* Logging of Direct contact cases received via our External legal counsel to ensure accurate reporting of complaints received
* Maintenance of our library of Point of sale documentation (IDD's)
* Develop sound working relationships cross functionally and companywide to improve and then maintain data quality across the wider business
* Proactively develop and continuously improve outputs to anticipate the future needs of stakeholders
* Maintain appropriate process and procedure documentation
This is the experience and skills you can bring to the role:
* You will need to have Automotive finance and/or banking industry experience
* You're a problem solver with experience in providing customer resolutions
* You're a great team player who shares knowledge and best practise
* Analytical thinker, but with the ability to engage and convey ideas and recommendations to non-technical stakeholders
* Methodical and disciplined approach to work, ability to identify trends and exceptions with tenacity to investigate
* Advanced PC literacy: Microsoft Office skills especially Excel for reporting requirements and knowledge/experience of Business Objects, SQL and Tableau
* Highly developed interpersonal skills including the ability to influence stakeholders
* Ability to deliver at pace and cope under pressure/meet strict deadlines
* Strong time management skills and ability to handle and prioritise multiple requests
What's in it for you?
We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current tool kit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us!
About Volkswagen Financial Services
Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can