Resolutions Complaints Handler – 11 month FTC Job in Watford, Home Counties UK
Business Segment
Capital - European Mortgage Restructuring Group
About Us
We are a Complaints Resolutions team handling all complaints for GE Money Home Lending UK. We have approximately 35 people working in two main areas of Strategy and Operations. You will be part of a busy Operations team answering complaints from customers, third parties, claims companies and the Financial Ombudsman Service.
This role is a 12 month fixed term contract.
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Role Summary/Purpose
You will be joining a newly formed, dynamic team of customer advocates who work together to resolve customer complaints in the shortest time possible. You will manage your own workload, using your excellent phone manner, listening and negotiating skills, influencing customers to reach a mutually satisfactory resolution. You will be part of an evolving team and will have input into your own development and the way the team works. This role is a fixed term contract for 12 months.
Essential Responsibilities
* Communication Skills; excellent telephone manner required with clear and concise communication skills.
* Positive attitude in that will look to use telephone in 1st instance rather than a preference for a written response.
* Resolving complaints;
* Handling and finding resolution to both written and telephone based escalated complaints.
* Provide clear letters confirming actions taken and customers’ requirements.
Qualifications/Requirements
* Finance Background preferred with particular exposure to secured/unsecured loan industry in the UK. * Customer Service/Collections experience required. Strong letter writing and telephone skills essential. * Graduate level, Legal or business studies degree.
Additional Eligibility Qualifications
Desired Characteristics
* Previous complaint handling experience preferred. * Strong knowledge of MCOB, ICOB and DISP preferred. * Strong negotiator and able to find positive outcomes to difficult situations (Conflict management).
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