Mortgage Redress Agent

Posted 17 January by The Northview Group

Overall Purpose of Job

To successfully complete all redress activity required to necessary quality standards and within relevant timescales. To communicate with customers with a view to releasing refund monies, adhering to redress guidelines and Financial Regulations and Legislation.

Key Accountabilities (no more than ten)

Carry out post, email and telephonic duties (manual and auto/predictive dialler activities). This will include:

  • Completing DPA checks
  • Handle standard queries and where appropriate, transfer non-standard enquiries to specialist agents/departments
  • Processing of post within agreed standards and time scales.
  • Process customers redress payments within agreed standards and relevant time scales.
  • Handle FPOC complaints for redress activity within agreed standards and regulation
  • Accurately record events (e.g. telephone calls) onto the Account administration systems
  • Respond to inbound calls and conduct outbound telephonic campaigns where applicable
  • Carry out other tasks & duties as assigned by Reporting Officer
  • To uphold and promote the company’s customer experience framework to ensure we do the right thing for our customers, people and clients

Key Accountabilities

Carry out post, email and telephonic duties (manual and auto/predictive dialler activities). This will include:

  • Completing DPA checks
  • Handle standard queries and where appropriate, transfer non-standard enquiries to specialist agents/departments
  • Processing of post within agreed standards and time scales.
  • Process customers redress payments within agreed standards and relevant time scales.
  • Handle FPOC complaints for redress activity within agreed standards and regulation
  • Accurately record events (e.g. telephone calls) onto the Account administration systems
  • Respond to inbound calls and conduct outbound telephonic campaigns where applicable
  • Carry out other tasks & duties as assigned by Reporting Officer
  • To uphold and promote the company’s customer experience framework to ensure we do the right thing for our customers, people and clients

Qualifications & Experience

  • Minimum of 5 GCSEs (or equivalent) at C, to include Mathematics and English

Required skills

  • Calls
  • General Administration
  • Outbound Calls

Application question

Do you have at least 5 GCSEs at grade A-C?

Reference: 33793660

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