Complaint Handler

at  Sedgwick Ireland Resource Solutions

REQUIREMENTS:

Essential

• Previous complaint handling experience in the banking/payments sector.
• Strong communication and interpersonal skills.
• Excellent written skills, with an ability to present written material in a clear, concise, comprehensive and convincing manner.
• Strong investigation skills and ability to identify service shortcomings and potential conduct risk issues.
• Maintain compliance with all relevant and applicable internal and external rules, regulations, and polices that govern this position.
• Good PC skills (in particular word, excel and power-point).
• Excellent planning and organising skills.
• High levels of drive, self-motivation and resilience.

Desired

• QFA/APA in Lending and Savings Investments is preferred
• Financial Services Complaints Management Experience
• Knowledge of the Bank’s products and services

• Deal with the daily volumes of correspondence/workload efficiently.
• Respond to daily queries and correspondence in a timely manner and within SLA.
• Be able to work in a challenging and pressurising environment.
• Fully investigate telephone and written customer complaints/or Appeals within the agreed.
• Service Level Agreements and ensure internal process is strictly adhered to.
• Ensure all complaints/Appeals are dealt with effectively and efficiently and are fully compliant with our regulatory requirements under the Consumer Protection Code, CCMA and Data Protection Code etc.
• Liaising with the Area Offices, the Branch network and all departments during the course of an investigation, retrieval of all relevant documentation to assess a case, agree resolution/response with all parties seeking advice from the Bank’s Legal department where appropriate to avoid litigation.
• Identify and raise service improvements and systemic issues to avoid recurrence of similar type problems to continuously improve the Banks Service levels.
• Providing advice and support to internal customers to assist in resolving complaints at source. Keep monthly contact with branch and departments under partnership agreement.
• Escalating issues of risk to Compliance Department and other areas within the Bank.
• Promoting a customer service ethos within the organisation.
• Where required, assist with the investigation of any Ombudsman/Mediation Case.
• Assist with MI reports.
• Support the operation of the department through various essential ad hoc /admin functions.
• Provide ongoing telephone and administrative support to customers & branches
• Maintain high standard of administration duties.
• Ensuring good communication across the team to encourage a seamless service.
• Meets all SLA’s relevant to the Department.
• Ensures all regulatory and compliance standards are fully adhered to.
• Fully support change agenda in relation to any new project / processes.