To obtain the successful recovery of compensation for our clients who have fallen victim to APP fraud or who have another valid regulatory complaint, meeting all relevant individual KPIs whilst ensuring effective personal leadership.
Manage client caseloads across telephone and email in line with the claim management process.
1. Conduct a full root cause analysis review with clients to obtain sufficient evidence to support the claim management process.
2. Investigate potentially fraudulent companies and individuals, including scammers.
3. Evaluate and assess whether any industry codes or protocols have been violated in connection with fraudulent activities.
4. Investigate vulnerabilities in financial systems and assess their impact on victims of scams.
5. Produce a letter of claim on behalf of clients and liaise with Financial teams.
6. Achieve team and individual targets including productivity and quality.
7. Handle complaints filed with the Financial Ombudsman.
8. Adhere to service level agreements both internal and external.
9. Deliver outstanding levels of client satisfaction.
To apply please send your CV as directed.
Minimum Requirements:
1. Previous experience gained within a high-volume service delivery environment (e.g., Legal Firm, Contact Centre, or Banking) is preferred, ideally within the Financial Services or Legal and Banking Sectors; however, we will consider candidates from other sectors who can meet the criteria below:
2. Minimum 3 years working experience.
3. Ability to work to tight deadlines and service level agreements.
4. Ability to analyse and resolve complex complaints via telephone and email.
5. Client-centric with the ability to put themselves in the client's shoes, ensuring the appropriate resolution is delivered.
6. Passionate about delivering outstanding levels of client satisfaction.
7. Ability to achieve targets including telephony targets and complaints closure.
8. Strong verbal and written communication abilities.
9. Objection handling skills and confidence in delivering difficult outcomes with ease.
10. Exceptional written and verbal communication skills.
11. Capacity to process information and tasks with precision and speed.
12. Proficient in explaining, recommending, and persuading effectively.
13. Competence in utilising Customer Relationship Management systems.
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