Complaint Investigator - Bristol, United Kingdom - Bank of Ireland

Bank of Ireland

Verified Company

Bristol, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Description of business unit:

The role sits within the UK Customer Relations operation, part of the Office of the Chief Operating Officer within Bank of Ireland UK PLC.

In addition to complaint management, the team is made up of several different functions that include the Bereavement Unit, leading the Banks relationship with the Financial Ombudsman Service and the fulfilment of DSAR/DSR requests.

Activity highly regulated by the FCA via its Dispute Resolution Rulebook, GDPR and FCA best practice linked to deceased customers.

Purpose of the Role:

Customers often understand that occasionally things go wrong. The role is critical to how the Bank responds and addresses the issue and is a key driver behind customer satisfaction

Key Accountabilities:

Delivering fair outcomes to customers via the complaints process based on a thorough investigation of the facts of the case, considering customer circumstances, policies, legal and regulatory expectations.
Leading a case load from point of allocation through to production of the Banks final response. Completing detailed interrogation of records before reaching a conclusion.
Producing written complaint responses that are clear, free from jargon and written in a style that suits the customers circumstances.
Receive inbound and make outbound calls to/from customers.

What is the opportunity?**:

Three roles available in our Customer Relations Team based in Bristol (hybrid working). Roles span across our Mortgage, Personal Loans and Current Account (Personal and Business) teams.

Opportunity to really make a difference for our customers through our complaint resolution processes. Delivering fair outcomes for our customers is front and central to our thinking

Essential Qualifications:

5 X GCSEs A-C including Maths and English (or equivalent)

Essential Skills & Experience:

Previous complaint handling / dispute resolution experience required.
Strong understanding of regulatory requirements linked to financial services complaints.
Good understanding of basic banking products, including Loans, Current Accounts and Mortgages.

Desirable Qualifications, Skills & Experience:

Experience within a multi product/brand Financial Services industry.
Experience in customer service (face to face / telephony) roles.
Strong letter writing skills.
Experience of working in a highly charged and emotionally challenging role.

LI-HYBRID

Key Competencies

Customer Focused
Self

Accountable

Self

Manage Risk

Self

Agile

Self
One Group, one team
Self

**Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.