Complaint Handler - PPI

Posted 18 August by Pontoon

ROLE PROFILE

ROLE TITLE: MPPI Complaint Handler

LOCATION: Leek

PURPOSE

To carry out a wide range of analysis work on MPPI complaints and business driven PPI past business review, to ensure a customer focused, efficient resolution.

KEY ACCOUNTABILITIES

  • To undertake detailed independent assessment, and provide guidance, advice and solutions to customer MPPI complaints and past business review cases.
  • Utilise specialist knowledge, skills and behaviours to effectively achieve a successful outcome to MPPI complaints and past business review cases, whilst maintaining the maximum possible level of customer satisfaction, including effective customer retention.
  • Contact customers and third parties by phone to assist in resolution of customer MPPI complaints and past business review cases.
  • Ensure MPPI complaints and past business review cases are handled in a timely, accurate and effective manner in accordance with internal and external regulatory requirements
  • Understand, maintain and apply knowledge on regulatory and legal matters to ensure their smooth and efficient application
  • Support and promote compliance with regulatory and legal matters within the role
  • Regularly seeks feedback on personal performance and responds to maintain high levels of customer satisfaction
  • Pro actively monitor customer MPPI complaints to identify opportunities for process improvements to improve the customer experience and financial efficiencies
  • Participate in processes to review, plan and implement activities to improve the customer complaint handling experience
  • Develop and maintain relationships with key stakeholders
  • Undertake investigations to defined briefs to support the functioning of the area
  • Sets high personal standards
  • Shares knowledge, ideas and information freely to assist others within the team
  • Develop and maintain an extensive knowledge of relevant products, processes and procedures

DECISION MAKING/FREEDOM TO ACT

  • Review and assess customer complaints and determine appropriate response

STAKEHOLDERS

Regular interaction with customers/CMCs, colleagues

TREATING CUSTOMERS FAIRLY (TCF)

  • Maintain a good understanding of TCF requirements relevant to the role, ensuring compliance and that due regard is paid to the interests of customers and customers are treated fairly.
  • Ensure TCF requirements are fully reflected in Performance Development objectives, both own and team where appropriate

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

Essential

  • Excellent understanding of, and works within a regulatory environment
  • Ability to clearly, concisely and accurately communicate with internal and external customers a full range of detailed information, both verbally and in writing, from a variety of sources, using persuasive and negotiating skills
  • Capable of making appropriate complaint handling judgements
  • Highly developed and proven customer service skills
  • Ability to work in a highly challenging environment whilst maintaining the customer at the forefront of all activities
  • Effective capability in customer interaction

Desirable

  • Has an excellent understanding of, and works within, external regulator environment matters
  • Posses process, procedure, system and product knowledge
  • Knowledge of complaint handling polices, processes and procedures
  • Tenacious in their approach to problem solving
  • Ability to work well in a team and to deal with colleagues
  • Good understanding of complaint management systems and software
  • Monitors and prioritises workload to achieve deadlines
  • Extensive knowledge relevant systems and processes
  • Experience of resolving a range of complaints

COMMITTEES

SUBSIDIARY BOARDS

CONDUCT RISK

Level G

Maintain a good understanding of Conduct Risk requirements relevant to the role, ensuring compliance and that due regard is paid to the interests of customers and customers are treated fairly.

Required skills

  • Mortgage
  • PPI
  • banking
  • finance
  • complaint handler

Reference: 33108344

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