PPI FOS Case Manager
This is an exciting opportunity to join one of the UK's leading Financial Institutions as a PPI FOS Case Manager on a temporary basis in Leeds.
The position is has a fixed shift pattern of 5pm-10pm, Monday to Friday paying a rate of £11.00 per hour.
Duties:
To manage elements of the customer complaint journey, ensuring that we deliver excellent service to our customers, Regulators (Financial Ombudsman Service (FOS) and Financial Services Authority (FSA)) and stakeholders, ultimately enabling the client to restore trust with its Regulators and customers
Duties
*Achieving operational excellence and setting standards in all processing, operational and servicing activity.
*Always seeking to provide the most effective and efficient service to the customer, minimising escalation of complaints/queries any further.
*Investigating and making decisions on complaints.
*Complying with operational risk and rigour standards in respect of protecting people, customers, assets and the organisation.
*Flexible and adaptable to changing demands.
*Willing and able to pick up new and additional responsibilities when required.
*Ability to manage time effectively to ensure business targets are achieved.
Accountabilities
*Developing and delivering timely, accurate and effective responses to correspondence, whilst meeting service levels as agreed with the Regulator (either FOS or FSA) and keeping customers / Regulators up to date with progress. You will be required if working on FOS work streams to do this for simple yet technical new file requests, requests for information, technical adjudications, and all settlements including those of a very complex nature. If working on non FOS work streams, you will
*Driving a step change in the customer experience through excellent complaint management and FOS interactions
*Supporting the delivery of a best in class FOS and FSA relationship and performance, through good quality responses and putting the customer at the heart of what you do
*Review complaints and demonstrate the ability to make decisions, exercise judgement and use initiative within specified mandate and in accordance with TCF (Treating Customers Fairly) /DISP rules (FSA Complaint Handling Rules) and standards.
*Demonstrate excellent attention to detail and quality focus with a right first time approach to ensure minimising rework or error, including making decisions where uncertainty exists.
*Ensure that complaint records are kept up to date to ensure all FOS/Customer contact is recorded to enable Customer Relations Teams to deal effectively.
*Collate and record accurate case data for Complaint Referrals to enable effective MI management.
*Take ownership of complex or technical telephone or e-mail queries from FOS/Customer's/Claims Management Companies (CMCs) ensuring a compliance and collaborative resolution in accordance with mandates, rules and standards.
Key Skills Needed
* Computer literate - including proficiency in Outlook/Word/Excel
* Experience of providing a consistently high standard of customer service.
* Excellent written and verbal communication skills
* Have a very good understanding of complaint handling rules and approach
* Have the ability through written correspondence to negotiate an outcome or defend a position, therefore requirement of excellent persuasive written communication
* Strong investigation skills and decision making skills
* Excellent numeracy skills and the ability to understand complex numeric calculations
To be considered for this role please email your CV in the first instance. Please note that if you are successfully put forward for this role you will need to supply valid Proof of Identification at the start of the recruitment process
The application process is subject to the successful completion of background and reference checking, including CRB and CCJ (County Court Judgement) checks.
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