Address
Form of work
SalaryThe successful candiadte will ideally have experience of letters of claims and complaints
Duties involve responding to and processing all letters of claim request through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day-to-day actions ensure compliance of all regulatory requirements and industry standards.
PRINCIPAL ACCOUNTABILITIES:
• To log and issue correspondence to all Letters of Claim/Complaints received in an appropriate manner, within regulatory timescales
• Update the Contract Management System, Spreadsheets and Complaints Database accordingly and in a timely manner
• Respond to Letters of Claim/Complaints by sending the correspondence received from the Legal Team within the regulatory timescales ensuring that the Contract Management System and Complaints Database are updated accordingly and in a timely manner
• Ensure Team Leader is aware of potential issues associated with work queues and workload backlog
• Provide a regular summary that advises the Legal Team and SMT of the current status of workload
• Meet regulatory and business timescales
• Other duties as management may from time to time reasonably require, such as supporting the Customer Relation phone line
• Own all Letters of Claim/Complaints that go to the Financial Ombudsman Service ensuring the Contract Management System and Complaints Database are updated accordingly with this status in a timely manner
• Provide the Financial Ombudsman with case file request and issue the letter of responses provided by the Legal Team to the Financial Ombudsman service in a timely and professional manner
• Work effectively with colleagues in support functions around the business to maximise output
• Monitor own performance to ensure adherence to regulatory timeframes, deadlines, and procedures
• Participate in department/business projects to generate innovative ideas that add value to the company
• Continually develop own knowledge and skills to ensure achievement of personal, team and departmental objectives
