Job Description
Our client are one of the leading retail and SME banks in Ireland and are rapidly growing. This is an exciting opportunity to join their team in a hybrid capacity!
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.
Your Responsibilities:
⦁ Deal with the daily volumes of correspondence/workload efficiently.
⦁ Respond to daily queries and correspondence in a timely manner and within SLA.
⦁ 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.
⦁ 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 24.
⦁ Ensures all regulatory and compliance standards are fully adhered to.
⦁ Fully support change agenda in relation to any new project / processes.
Essential Requirements:
⦁ 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.
⦁ 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.
⦁ Good PC skills (in particular word, excel and power-point).
⦁ Excellent planning and organising skills.
⦁ High levels of drive, self-motivation and resilience.
Desired Requirements:
⦁ Financial Services Complaints Management Experience
⦁ Knowledge of the Bank's products and services
⦁ Working knowledge of key Bank systems (Unibanks, Hogan, Smart, Nice, Zarion)
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
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