Interest Rate Product Complaints Deputy Team Leader
Responsibilities:
- Manage the complaints mailbox proactively by allocating workload
- Manage High Profile complaints submitted to the CEO or Chairman’s office
- Manage other’s workloads and monitoring quality standards
- Delegate ad-hoc workflow to team members and ensure completion
- Ensure coverage of customer telephone calls at all times
- Assist with various small project to streamline the processes
- Administer new and existing complaints whilst adhering to SLA’s
- Swiftly responding to queries and requests
- Present daily activity updates to CB IRHP Team
- Communicate case information to relevant stakeholders and team members
- Prepare high profile levels
- Identify improvements to achieve an efficient flow of processes
- Collation of facts
- Ensure Complaints database is managed and updated correctly
- Taking customer calls
Skills and experience:
- Experience within the Banking sector
- Experience of working within a complaints operation – preferably reviewed complex product complaints
- Good legal setting experience
- Firm understanding and experience of implementing the FCA principles, ICOBS, TCF and a Bank’s regulatory policies and procedures, to daily duties
- Resilient to pressurised environment
- Willingness to learn and adapt to different situations
- Experience of letter writing
- Ability to multi task whilst maintaining a high level of attention to detail
- Advanced verbal /written skills (well spoken)
- Work at a high speed whilst maintaining quality standards
- Firm understanding and experience of implementing the FCA principles, ICOBS, TCF and a Bank’s regulatory policies and procedures, to daily duties
- Ability to management processes and staff
For more Details, please visit our Website – www.hamlynwilliams.com and for further information send any queries to s.hewett@hamlynwilliams.com or contact me directly on 0203 675 2930
Hamlyn Williams is an Executive Recruitment consultancy that specialises in placing Risk, Compliance, Regulatory Information Security professionals globally:- offering Retained, Contingency and Interim/Contract recruitment solutions for the Financial Professional Services
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