About the role
As a Customer Escalations Advisor, you will be expected to handle a variety of responsibilities including:
Responsibilities
1. Answer incoming calls and document customer complaints using a database
2. Thoroughly investigate and resolve customer complaints
3. Ensure compliance with regulatory timelines and requirements
4. Collaborate with customers and other departments throughout the investigation process
5. Create accurate complaint reviews and draft final response letters
6. Demonstrate understanding and adherence to regulatory requirements and policies
7. Elevate unresolved issues and queries for further assistance
8. Maintain security and confidentiality of sensitive information and report any data breaches
9. Meet quality and productivity targets
10. Monitor direct mail inboxes and telephone lines
11. Provide valuable feedback on process errors
Requirements
12. Prior experience in resolving customer complaints, preferably in a financial services setting
13. Thorough knowledge of consumer protection laws, Financial Services industry regulations, and customer service best practices
14. Exceptional written and verbal communication abilities
15. Strong problem-solving skills, with a keen eye for detail
16. Ability to stay calm and composed in high-pressure situations, while meeting deadlines in a fast-paced environment
17. Attention to detail and accuracy when handling customer information and transactions
18. Adept at using customer relationship management (CRM) software and other relevant tools
Benefits
Some of our benefits
19. Inclusive culture and environment, check out our Glassdoor reviews
20. 27 days holiday + bank holidays
21. Pension & healthcare
22. Udemy learning access
23. Bonus potential (performance and business-related)
24. Up to 25% discount on Very.ie
25. More benefits can be found on our career site
How to apply
Please note that the talent acquisition team are managing this vacancy directly, so once you apply, you can expect to hear back from us very shortly.