PPI/PBA Case Handler

Job description

We are currently looking to recruit Complaint Handlers to work on a challenging and high profile PPI project.

PPI Complaint Handler day to day responsibilities include:

- Assessing and resolving PPI disputes between consumers and financial institutions fairly and efficiently, in accordance with the appropriate processes, rules and guidance
- Determining cases according to what is fair and reasonable on a case by case basis
- Consistently achieving objectives set across a broad range of metrics - including quality, operational and financial
- Providing excellent customer service through living the company's aims and values
- Actively managing personal caseload and contributing to the achievement of team objectives
- Developing and maintaining a detailed understanding of case-handling techniques and technical knowledge across all areas of Pensions products and services
- Acting as an ambassador for the organisation

The ideal PPI Complaint Handler will possess the following attributes/skills:

- Proven experience providing excellent customer service, preferably including complaints handling experience
- Good understanding of the end to end PPI life cycle
- Experience within PPI i.e. sales and advice, processing and BAU
- Financial Services background particularly PPI related, including any relevant qualifications
- Clear and effective telephone skills when dealing with customers
- Ability to interpret and analyse large volumes of written material and make balanced and well-reasoned decisions
- Ability to adopt a pragmatic approach, using common sense to resolve queries
- Ability to demonstrate empathy and understanding of customer needs both verbally and in written communication
- Commitment to providing excellent customer service

The role of PPI Complaints Handler offers you the unique opportunity to work as an intermediary between the consumer and the financial institution. If you have developed relevant experience then the role represents a great opportunity to widen your skillset and progress your career in a team focused and collaborative environment.

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