PPI Case Handler

£17800 - £23500 pa
21 Apr 2017
21 May 2017
Contract Type
Full Time
To carry out a wide range of analysis (Assessment) work, provide a decision which is reflective of the companies policy, calculate redress and provide the outcome in writing to the customer on PPI/PBA complaints and business driven PPI/PBA past business review, to ensure a customer focused, efficient resolution

Key Accountabilities :

- Utilise financial services policy and guidance to undertake detailed independent assessment, and provide guidance, advice and solutions to customer PPI/PBA complaints and past business review cases (PBR)
- Calculate redress for all upheld PPI/PBA complaints, both inbound and re-active
- Utilise specialist knowledge, skills and behaviours to effectively achieve a successful outcome to the companies PPI/PBA 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/in writing to assist in resolution of customer PPI/PBA complaints and past business review cases
- Ensure PPI/PBA 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 PPI 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

Knowledge, Skills and Experience Required:


- Excellent understanding of, and has experience of 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