PPI Quality Analyst

Recruiter
Manpower
Location
Brighton
Posted
18 Apr 2019
Closes
28 Apr 2019
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Manpower is currently recruiting for a PPI Quality Analyst on behalf of our client, a large multinational financial services corporation. This is a temporary role for 8 months, working 9-5 Mon-Fri.

The CEN Executive Customer Relations team, based in Brighton, is responsible for handling complaints received from UK prospects, current and past customers, in a way that is fair, consistent and timely. Our procedures are regulated by the Financial Conduct Authority (FCA) and our approach is fully customer focused. We are looking for a PPI Quality Analyst to join our team.

Key responsibilities:

• Monitor and evaluate a sample of complaints to defined quality measurements within UK AESEL Operations in accordance with FCA and PSD2 regulation

• Assess and evaluate Acknowledgement, Holding and Final Response letters, written in response to complaints received by any channel

• Independently and impartially assess complaint files in order to provide feedback and recommendations to Complaint Handlers

• Assess the investigation and whether appropriate redress, goodwill payments and remedial action has been applied

• Provide written and/or verbal feedback regarding complaint files, making appropriate recommendations for improvement in handling future complaints

• Accurately capture results of quality monitoring in line with department records keeping and for MIS purposes

• Conduct New Hire and Refresher training, assessing when Complaint Handlers are competent to work complaints with minimal/no supervision

• Provide support to Complaint Handlers with investigation and communication of their cases to drive improvement of standards within the department. This will include driving individual performance standards.

Experience:

Complaint handling experience and a good understanding of the complaint handling regulations are required.

*

Strong knowledge of PPI essential

• Excellent communication skills

• Clear judgement and decision making skills – ability to balance customer needs with good business sense

• Ability to analyse and interpret information

• Ability to quickly learn and utilise multiple tools and technology in a servicing environment

• Ability to use influencing skills when monitoring, assessing and delivering feedback, with strong relationship management and conflict resolution skills

• Ability to interpret trends through monitoring and coach effectively in a professional and articulate manner

• Strong knowledge of American Express products, services, processes and departments

• Ability to prioritise tasks for effective time management

• Feedback/coaching/training experience essential

• Ability to work independently, manage multiple tasks and deliver work within deadlines

• Working in a regulated environment a strong advantage

• Demonstrable ability to balance strong productivity with high quality work

• Consistently high performer in all areas

• Focus on good customer outcomes and strong relationship care

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