Complaints Resolution Specialist
2 weeks ago
Servicing Customer Needs
We are seeking a highly skilled Complaints Resolution Specialist to join our team. In this pivotal role, you will be the main point of contact for all customer complaints, handling them with professionalism and efficiency.
You will ensure complaints are resolved promptly and in accordance with company policies, while also providing valuable insights to senior leadership to enhance our customer experience.
This role is a Control Function role, requiring strong analytical and communication skills.
Key Responsibilities
- Address and resolve customer complaints received through various channels.
- Conduct thorough investigations, collaborating with internal teams and external partners.
- Keep detailed records of complaints and ensure compliance with regulatory timelines.
- Analyse complaint data to identify trends and drive continuous improvement.
- Present comprehensive reports on complaint trends and resolutions to senior leadership.
- Work closely with Compliance and Risk teams to ensure adherence to Central Bank of Ireland regulations.
- Communicate effectively with customers to ensure satisfactory resolutions.
- Generate KPI reports and perform data analysis to support business decisions.
- Monitor and address low Customer Happiness Index (CHI) scores, ensuring all concerns are resolved.
Requirements
- Minimum APA - Loans and Regulations with current CPD hours.
- Proven experience in complaint handling within a regulated environment.
- Preferably, a degree in Business or Finance.
- Strong customer focus with excellent communication and interpersonal skills.
- Ability to engage effectively at all organisational levels.
- Self-motivated with the ability to work independently.
- Exceptional organisational skills and attention to detail.
- Ability to meet strict deadlines across multiple tasks.
- Proficiency in verbal, written, and numerical skills.
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