Customer Resolutions Investigator
- Recruiter
- Anonymous
- Location
- Wiltshire
- Salary
- 20.00 - 22.00 GBP Annual + DOE
- Posted
- 31 Jan 2018
- Closes
- 28 Feb 2018
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Job Title: Resolutions Investigator
Reports to: Compliance Manager
Company Location: Salisbury Wiltshire
Principal Responsibilities:
To be fully familiar with the company's products and policies.
To investigate fully complaints received by the business. This will involve getting to the root of what has happened in each case in a methodical manner in order to make a judgement on what needs to happen and under the direction of the Compliance Manager, to share the outcome with the policy holder in an appropriate way.
To prepare well drafted and articulate acknowledgements of complaints, interim letters where required and final company decisions to policy holders in writing following investigation of complaints.
To make contact with policy holders by telephone and have the ability to converse in a polite and appropriate manner when investigating and/or advising complainants in relation to the resolution of complaints.
To assist with the complaints mailbox enquiries from the company underwriters and/or policy holders and other teams across the business.
To assist in day to day administrative tasks such as maintenance and updating of the complaints log, file collection and scanning.
To work to targets to ensure compliance within FCA guidelines.
To be fully familiar with the company's software systems to ensure these are used correctly to maintain accurate records of all stages of the complaints process.
To demonstrate an excellent knowledge of the FCA complaints handling rules and guidance and to remain updated on general changes to regulation.
To demonstrate an excellent knowledge of the FOS complaints processes and to keep updated with trends in responses provided by the FOS to complaints within the pet insurance industry.
To carry out other duties consistent with the post as may be required.
Required Skills, Qualifications & Experience:
Previous complaint handling experience within an insurance environment
Knowledge of FOS complaints regulations and processes
Understanding of TCF/conduct risks and their role in complaint resolution
Knowledge of the Dispute Resolution: Complaints (DISP) of the FCA handbook.
Strong analytical approach and problem solving skills.
Excellent Verbal and written communication skills with attention to detail.
Ability to demonstrate good decision making skills in relation to complaint outcomes
Desired:
A background with veterinary knowledge.
Good IT skills
Reports to: Compliance Manager
Company Location: Salisbury Wiltshire
Principal Responsibilities:
To be fully familiar with the company's products and policies.
To investigate fully complaints received by the business. This will involve getting to the root of what has happened in each case in a methodical manner in order to make a judgement on what needs to happen and under the direction of the Compliance Manager, to share the outcome with the policy holder in an appropriate way.
To prepare well drafted and articulate acknowledgements of complaints, interim letters where required and final company decisions to policy holders in writing following investigation of complaints.
To make contact with policy holders by telephone and have the ability to converse in a polite and appropriate manner when investigating and/or advising complainants in relation to the resolution of complaints.
To assist with the complaints mailbox enquiries from the company underwriters and/or policy holders and other teams across the business.
To assist in day to day administrative tasks such as maintenance and updating of the complaints log, file collection and scanning.
To work to targets to ensure compliance within FCA guidelines.
To be fully familiar with the company's software systems to ensure these are used correctly to maintain accurate records of all stages of the complaints process.
To demonstrate an excellent knowledge of the FCA complaints handling rules and guidance and to remain updated on general changes to regulation.
To demonstrate an excellent knowledge of the FOS complaints processes and to keep updated with trends in responses provided by the FOS to complaints within the pet insurance industry.
To carry out other duties consistent with the post as may be required.
Required Skills, Qualifications & Experience:
Previous complaint handling experience within an insurance environment
Knowledge of FOS complaints regulations and processes
Understanding of TCF/conduct risks and their role in complaint resolution
Knowledge of the Dispute Resolution: Complaints (DISP) of the FCA handbook.
Strong analytical approach and problem solving skills.
Excellent Verbal and written communication skills with attention to detail.
Ability to demonstrate good decision making skills in relation to complaint outcomes
Desired:
A background with veterinary knowledge.
Good IT skills