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Complaints And Error Handler

1 week ago

County Donegal, Ireland Hibernia Services Limited Full time

Role: Complaints and Error Handler Job Type: Permanent Location: Letterkenny, Co. Donegal(Fully onsite) The sucessful candidate must meet MCC requirements and hold QFA or APA with a minimum 3 years experience.
The Role Complaints and Error Handler feeding into a regulated entity will play a critical role in managing customer complaints, ensuring that they are resolved promptly and fairly, while complying with relevant regulations and standards.
As the role progresses and the handler takes on responsibilities and the expectations and requirements typically evolve to align with regulatory frameworks governing financial services.
Below are the key responsibilities at different stages of the role: Complaint Reception & Acknowledgement: Receive and log customer complaints via various channels (phone, email, etc.).
Acknowledge receipt of complaints promptly in line with service-level agreements (SLAs).
Ensure customers are informed about the complaint procedure, timelines, and escalation processes.
Initial Assessment & Categorization: Assess the nature and seriousness of complaints, categorizing them based on urgency and complexity.
Identify the key issue(s) causing dissatisfaction and determine if further investigation or escalation is required.
Review available documentation and customer records to better understand the complaint.
Investigation & Resolution: Conduct investigations into complaints, gathering relevant information from all parties (e.g., customers, internal departments, or third-party vendors).
Ensure compliance with internal policies and external regulations while investigating the complaint.
Propose fair and appropriate resolutions, liaising with internal departments to implement solutions where needed.
Communication: Regularly update customers on the status of their complaints and resolutions.
Provide clear, detailed responses and resolutions to complaints, including any compensation or remedial actions.
Handle escalations from customers when they are dissatisfied with the proposed resolution.
Complaint Reporting & Documentation: Maintain accurate records of complaints, actions taken, and outcomes, ensuring that all documentation complies with company and regulatory standards.
Prepare regular reports for management on complaint trends, recurring issues, and resolutions.
Compliance & Regulation: Adhere to internal policies and procedures, as well as relevant industry regulations (e.g., Consumer Protection Code, Data Protection Regulations).
Ensure all complaints are handled in line with regulatory requirements, such as timeframes for response and resolution.
Skills and Competencies: In-depth Knowledge of Regulatory Frameworks Strong Analytical & Problem-Solving Skills:Ability to investigate, analyze, and resolve complaints efficiently, identifying root causes and long-term solutions.
Communication Skills:Excellent written and verbal communication skills to manage both customer interactions and internal/external reporting.
Attention to Detail & Documentation:Maintaining meticulous records of complaints, actions taken, and outcomes, ensuring full compliance with regulatory standards.
Therole expands beyond simple case resolution to include a broader scope of compliance, governance, risk management, and reporting responsibilities.
Ensuring that complaints are handled with fairness, transparency, and in compliance with regulatory standards is essential to maintaining the integrity of the financial institution and protecting the interests of both the customer and the organization.
Also, in conjunction with above the resource would be responsible for the logging, tracking and resolution.
The sucessful candidate must meet requirements and hold QFA or APA with a minimum 3 years experience.
Rewards & Benefits Competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts.
Candidates should hold appropriate RTWs for Ireland i.e.
Stamp 4, Irish/British/EU passport.
For more information please apply here or contactShaunagh at eir evo talent is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.
eir evo talent apply all relevant Data Protection laws when processing your Personal Data.
If you choose to apply to this opportunity and share your CV or other personal information with eir evo talent, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo talent Skills: Finance Insurance Communication