Customer Service Advisor - Motor Commission

Job description

Company

RCI FS Ltd UK

Job Description

Reporting to the Head of Department, you will join a small specialist team of advisors and case handlers, handling complaints and enquiries from customers, Claims Management Companies, and Law firms relating to motor finance commission. You will administer all tasks accurately and within defined timescales to ensure regulatory compliance. You will work closely with our external suppliers supporting with information requests and escalations, to ensure first time resolution on queries where possible. You will support the rollout of process changes where required following regulatory changes. You will build relationships across the department and wider business to deliver the requirements of the department.

What will you do:

·  Demonstrate SHIFT behaviours in all you do.
·  Respond to all enquiries and complaints in a timely and courteous manner.
·  Plan, prioritise, organise to ensure regulatory timelines are met.
·  Work closely with case handlers, both internal and external, to ensure consistent approach to responses.
·  Good knowledge of the regulatory position regarding Motor Commissions and any guidance on how complaints are to be handled.
·  Accurately log and respond to enquiries and complaints within current and future MFS systems.
·  Work with Motor Commission Support team to ensure CMC/Law Firm bulk submissions are completed and responded to in a timely manner.
·  Work alongside Service Delivery, and Marketing Communication colleagues to ensure responses are accurately sent through Salesforce Marketing Cloud.
·  Support external suppliers with training for new starters, and process changes.
·  Support external suppliers with additional information requests and escalations to enable them to accurately respond to customers.
·  Support Head of CRD with Motor Commission cases which have been referred to Financial Ombudsmen Service (FOS) and any Legal cases.
·  Ensure department KPI’s (Key Performance Indicators) and SQC’s (Service Quality Commitments) are met whilst maintaining high standard and service levels.
·  Excellent commercial awareness to enable good decision making.
·  Good knowledge of our products and services both historical and current.
·  Comply with all relevant legislation at all times such as Consumer Credit Act, Money Laundering Act, Data Protection, FCA, FOS and the FLA code of practice.
·  Complete all mandatory training promptly, ahead of deadlines.

What will you have:

·  Accuracy
·  Excellent written and verbal communication skills
·  Ability to work autonomously and under pressure
·  Computer Literate
·  Good standard of numeracy
·  Pro-active approach to problem solving and decision making
·  Flexible and Resilience
·  Prioritisation and Organisational skills
·  Interpersonal skills

Job Family

Sales Financing

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