Customer Resolutions Advisor

** Job Description
** To ensure that all motor finance complaints, written or verbal are managed in line with the required deadlines and FCA requirements, whether raised by the customer direct, or via a professional representative. Identification of trends and opportunities for service improvement are fed back to the business to improve the customer experience and enhance customer retention.  
** Responsibilities
* ** Ensure all motor finance complaints are dealt with in a timely, efficient and courteous manner.
* To log cases and manage finance cases through complaint management system(s).
* To comply with all company procedures and standards.
* Monitor and report performance on Service and Quality Commitments.
* To liaise with professional representatives and confirm authority to act on behalf of our customer.
* Minimise any potential loss to MFS and reduce costs wherever possible
* To comply with all relevant legislation, such as Consumer Credit Act, Money Laundering Act, Data Protection Act, FCA, FOS and the FLA code of practice
* Provide support, advice and guidance to other departments across the business in relation to finance complaints, including support for third party suppliers.
* To be involved in the decision-making process and being able to communicate this effectively
* Dealing with sensitive issues in a polite and professional manner
* Ensure good levels of commercial awareness to enable good decision making  
** Knowledge and Skills
*** Excellent telephone, written and oral communication skills
* Good negotiation and decision-making skills
* Pro-active and resilient attitude
* Thorough understanding of, and commitment to, the principles of TCF / Consumer Duty and all FCA regulations
* Prioritisation and organisational skills
* Highly capable of working on own initiative, possesses an enthusiastic approach to work and a strong attention to detail  
** Individual Conduct Rules
*** Acting with integrity.
* Acting with due skill, care, and diligence.
* Being open and cooperative with regulators.
* Treating customers fairly and with respect.
* Observing proper standards of market conduct.
* Ensuring effective control of the firm’s business.