One of our Financial Services clients requires a Case / Complaints Handler to manage and take ownership of a wide range of complex issues and complaints from customers, whilst ensuring they are commercially aware at all times.
Key Responsibilities
Support the business in the disputes handling process and delivery of complaints by way of:
• Receiving inbound queries and complaints from customers / customer representatives, and responding in a timely and appropriate manner.
• Assisting with the preparation of DSAR information packs.
• Acknowledge complaints within regulatory deadlines, complete and maintain logs of all complaint registers and MI.
• Completing complaint investigations thoroughly; researching databases, files, records and meeting with relevant staff in order to produce a detailed report of the events and actions leading up to the complaint.
• Liaising with customers and write comprehensive decision letters to customers or their representatives.
• Liaising with other bodies such as the Financial Ombudsman, Legal Firms or Claims Management Companies in handling complaints as required.
• Completing redress calculations and gather the information required to complete these calculations from third parties.
• Liaising with the firm’s legal representatives and insurers, and provide regular information and updates.
• Making fair and reasonable judgements about complaint outcomes in a time...