Role Overview:
The Client Services role is ensuring effective complaints management and customer satisfaction.
Excellent communication skills are required for this role and someone coming from a banking background will be of interest.
This is a 3-month contract daily rate position that has potential to be extended.
Responsibilities:
Investigate and resolve complaints, adhering to regulatory standards and internal SLAs.
Perform monthly customer analysis to identify strengths and areas for improvement.
Lead change initiatives in systems, processes, and procedures.
Ensure action on Customer Satisfaction results and appropriate remediation.
Oversee the Vulnerable Framework to ensure fair customer treatment.
Act as Dual Credit Authority, ensuring customer arrangements align with strategy.
Manage centralized inboxes and trackers in line with SLAs.
Skills & Requirements:
Experience in complaints handling/investigation/mortgages within a regulated environment will be of specific interest Excellent communication and stakeholder management.
Ability to work under pressure in a fast-paced setting.
Strong organizational skills and attention to detail.
Ideally QFA qualified or minimum APA required.
Emphasis on treating customers fairly and effectively resolving queries.
Skills:
Finance mortgages advisor complaints Benefits: Work From Home