Customer Remediation Executive

Overview

12 month secondment opportunity to support the Customer Remediation Project. Great opportunity to broaden your knowledge or stretch/utilise existing experience within a high profile setting.

• The Finance Remediation team was formed to ensure the timely delivery and accurate redress processes are met, from customer communication through to the payment and finance allocations.
• As a successful applicant you’ll manage customer queries and communications within the process agreed timelines ensuring the customer is treated fairly at all times in line with the FCA Code of Conduct.
• You will also manage the customer complaints process, from logging the complaint to responding within the agreed SLAs.

• Manage the daily activities for customer remediation within the business KPIs and SLAs.
• Ensure all customer queries are logged and responded to in a timely and accurately ensuring good customer outcomes.
• Ensure all customer complaints are managed and responded to in line with the complaints handling guidelines.
• Produce communication letters to customers ensuring accuracy and sensitivity of customer data.
• Process payments to customers via our Finance tools.

• Desired previous experience in any of the following areas: customer service, compliance, finance or operational risk management.
• Excellent communication skills: verbal and written.
• Strong organizational and planning skills with an ability to work to deadlines.
• Analytical mindset with attention to detail and problem-solving capabilities.
• Ability to manage difficult customer queries and situations constructively.
• Customer-focused with a drive for fairness and doing the right thing.
• Collaborative working style across the team and wider business.
• Be open minded to support continuous improvement and efficiency.
• Commitment to regulatory compliance and risk management.
• Experience managing customer expectations and service delivery in a regulated environment.
• Proficient in Microsoft Office applications (Excel, Word).
• Knowledge of UK financial services regulation and compliance requirements.