looking for complaint handlers in Dublin. The role will have some element of remote working. QFA qualified or APA in Lending and Savings Investments.
Your Role: Proactively assist the Business to investigate and address complaints, to allow them to reduce/ eliminate predictable and repeating complaint types reoccurring in the future. The role requires excellent written and verbal communication skills.
Deal with the daily volumes of correspondence/workload efficiently.
Respond to daily queries and correspondence in a timely manner and within SLA.
Be able to work in a challenging and pressurising environment.
Fully investigate telephone and written customer complaints/or Appeals within the agreed Service Level Agreements and ensure internal process is strictly adhered to.
Ensure all complaints/Appeals are dealt with effectively and efficiently and are fully compliant with our regulatory requirements under the Consumer Protection Code, CCMA and Data Protection Code etc.
Liaising with the Area Offices, the Branch network and all departments during the course of an investigation, retrieval of all relevant documentation to assess a case, agree resolution/response with all parties seeking advice from the Bank's Legal department where appropriate to avoid litigation.
Identify and raise service improvements and systemic issues to avoid recurrence of similar type problems to continuously improve the Banks Service levels.
Providing advice and support to internal customers to assist in resolving complaints at source. Keep monthly contact with branch and departments under partnership agreement.
Escalating issues of risk to Compliance Department and other areas within the Bank.
Promoting a customer service ethos within the organisation.
Where required, assist with the investigation of any Ombudsman/Mediation Case.
Assist with MI reports.
Support the operation of the department through various essential ad hoc /admin functions.
Provide ongoing telephone and administrative support to customers, branches and open
Maintain high standard of administration duties.
Ensuring good communication across the team to encourage a seamless service.
Meets all SLA's relevant to the Department.
Ensures all regulatory and compliance standards are fully adhered to.
Fully support change agenda in relation to any new project / processes.
Strong communication and interpersonal skills.
Excellent written skills, with an ability to present written material in a clear, concise, comprehensive and convincing manner.
Strong investigation skills and ability to identify service shortcomings and potential conduct risk issues.
Maintain compliance with all relevant and applicable internal and external rules, regulations, and polices that govern this position.
Candidate must be either QFA'd, or in a very advanced stage of obtaining QFA, i.e. at a minimum APA in Lending and Savings Investments.
Good PC skills (in particular word, excel and power-point).
Excellent planning and organising skills.
High levels of drive, self-motivation and resilience.