Case Handler Leads
To lead a small team of case handlers on the management and delivery of customer communications (calls, letters, queries, file requests etc) to meet targets and quality standards on the derivatives review programme, acting as the key customer contact point taking the customer though the journey of Derivatives Review process. This includes managing all inbound and outbound communications effectively to the customer and maintain a positive relationship at all times. Focused Delivery Lead Team Motivator.
•Customer Centric Process Oriented
•Highly organized and able to summarise large amounts of information in a concise manner for escalations and complaints handling to CCO management
•Knowledge Transfer / Training Support
•Setting daily targets and performance management - understanding performance trends and remedial actions
•Skilled Eye for detail - quality control checking
•Proactive Problem Solver
•Experience of TCF (Treating Customers Fairly) KYC (Know Your Customer) in commercial banking
•Working knowledge of interest rate derivatives and their use in commercial banking
•Discreet and professional with regard to handling sensitive information.
•Highly proficient with Technology - Excel/Word/Outlook apps
•Strong application of professional standards required in financial services culture
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