Our client is seeking experienced Case Handlers to join as part of a high-quality team working on a Car Finance project. You will be working in a results-orientated environment, where your core responsibility will be to complete quality checks on customer cases to ensure accurate and high-quality decision making.
Tell Me More
- Start Date: 3rd June 2024
- Location: Hybrid/Milton Keynes - (First three days office based, then remote training for 2 weeks, accreditation is office based 3 days and then in the office once a week from then onwards)
- Rate: £170 per day
- Work Pattern: Standard Business Hours
- Duration: 6 months
Your day-to-day activities will include:
- Conduct a review of customer cases to obtain timeline of events which may involve pulling customer data from various systems.
- Liaise with customers and third parties via telephone and email.
- Resolve discrepancies and provide feedback to team.
- Reach a fair outcome for all parties, in line with FCA guidelines.
- Provide a clear audit trail and ensure process map is followed.
What Knowledge, Skills & Experience We Need
- Previous experience in Case Reviewing position.
- Proven understanding of Collections process would be beneficial.
- Previous Car Finance experience would be a distinct advantage.
- Confident communication skills as will be liaising with customers via phone and email.
- Any collections experience would be an advantage.
- Ability to attain and maintain specified quality and production targets.
- Able to work in a pressured environment and performing in line with KPI's.
- Technical working knowledge of the complaint handling process
- Proactive attitude to resolve cases in a timely manner.
- Passion for customer service
- Excellent verbal and written communication
- Investigation and problem-solving skills.
- Excellent attention to detail
- Ability to identify customer and process improvements.