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Customer Resolutions Officer Financial Services

H2O Recruitment Services Ltd
Job LocationDerby
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Customer Resolutions OfficerJob DescriptionThe desired candidate will be highly flexible and able to prioritise a busy work load, working at a fast pace with minimal supervision. Communication levels both written and verbal must be of a high standard and confidence when dealing with customers, and colleagues is essential. The required candidate must have recent working experience with complaints handling.Responsibilities

  • Deal with the logging of incoming complaints
  • Identify complaints to be handled by the company and those to be handled by third parties
  • Acknowledge complaints
  • Liaise with to obtain client files and case reports
  • Thoroughly investigate and correctly resolve regulated and non-regulated complaints using the current documentation and in accordance with procedures and FCA Dispute Resolution (DISP) Rules
  • Ensure fair customer outcomes and treat customers fairly
  • Provide recommendations for the resolution of the complaint and draft any response
  • Identify and escalate systemic issues (root cause analysis)
  • Liaise with staff providing them with guidance on procedures, interpretation of regulations and company policy in respect of complaints and the outcome of individual complaints
  • Notify firms of complaints received and outcomes, including FOS
  • Deal with FOS on complaints they are investigating
  • Maintain spreadsheets, maintaining audit trails and producing MI
    • Skills and Requirements
  • Excellent communication skills both verbally and in the construction of letters, reports and e-mails
  • A methodical, logical approach with a keen eye for detail
  • The ability to work to challenging targets and deadlines and to maintain the quality of results whilst under pressure
  • Dynamic, solution oriented approach
  • The ability to prioritise workloads and work to tight deadlines
  • Able to work well as an individual and as part of a team
  • Self-motivated with a positive and "can-do" attitude
  • IT skills and experience including Word, Excel, Outlook
  • Professional qualifications with regard to Mortgage/Insurance Advice e.g. CeMap will be required and will be an advantageous at recruitment

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