As a Customer Escalations Advisor, you will be expected to handle a variety of responsibilities including:
Responsibilities
* Answer incoming calls and document customer complaints using a database
* Thoroughly investigate and resolve customer complaints
* Ensure compliance with regulatory timelines and requirements
* Collaborate with customers and other departments throughout the investigation process
* Create accurate complaint reviews and draft final response letters
* Demonstrate understanding and adherence to regulatory requirements and policies
* Elevate unresolved issues and queries for further assistance
* Maintain security and confidentiality of sensitive information and report any data breaches
* Meet quality and productivity targets
* Monitor direct mail inboxes and telephone lines
* Provide valuable feedback on process errors
Requirements
* Prior experience in resolving customer complaints, preferably in a financial services setting
* Thorough knowledge of consumer protection laws, Financial Services industry regulations, and customer service best practices
* Exceptional written and verbal communication abilities
* Strong problem-solving skills, with a keen eye for detail
* Ability to stay calm and composed in high-pressure situations, while meeting deadlines in a fast-paced environment
* Attention to detail and accuracy when handling customer information and transactions
* Adept at using customer relationship management (CRM) software and other relevant tools
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.
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