1.0 - 5.0 years

0 Lacs

karnataka

On-site

As a Complaints Handler in our organization, your primary responsibility is to support the early-stage resolution of customer complaints. You will achieve this by conducting prompt and fair investigations, ensuring accurate documentation, and delivering excellent customer service. Your role is crucial in promoting a customer-first mindset, demonstrating strong communication skills, and supporting vulnerable customers in alignment with Consumer Duty principles. Additionally, you will contribute to continuous improvement initiatives and ensure compliance with regulatory standards under the guidance of senior team members. Your core responsibilities will include acknowledging and logging complaints promptly, handling complaints at the initial stage of the process across all product lines, and aiming to resolve them within 3 working days. You will be responsible for investigating complaints within agreed authority, recommending fair outcomes in line with policy guidelines, and maintaining clear and compassionate communication with customers via phone, email, and letter throughout the complaint journey. Identifying and escalating potential signs of customer vulnerability, collaborating with peers, providing feedback on processes, and ensuring compliance with quality standards will also be part of your role. To excel in this position, you are required to have at least 1 year of previous complaints handling experience in a regulated financial services environment. Additionally, a minimum of 1 year of experience working in a financial services environment within a customer-facing role, investigating complaints in line with FCA regulations, and working with vulnerable customers is essential. Familiarity with UK Savings products is crucial, and if not, a background in UK banking products is acceptable. Basic knowledge of FCA complaint handling principles, customer service standards, complaint resolution processes, and customer vulnerability is required. Proficiency in Microsoft Office tools and complaint handling systems such as WorkSmart is desirable. You should possess clear and professional verbal and written communication skills, strong listening skills, attention to detail, and the ability to manage time effectively in a fast-paced environment. Only graduates are eligible for this specialized role, and certifications in Complaints Handling, Customer Services, or UK Financial Services and products would be advantageous. Additionally, you will be responsible for ensuring the strict adherence to the company's security policies and procedures as per ISO 27001 certification requirements. Please note that this Job Description outlines the current expectations and responsibilities associated with the role. It is subject to regular review and updates to align with the evolving needs of the business.,

Posted 1 week ago

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