Job Description

Role Purpose

1.Ensuring that customers receive excellent customer service in a written format to include post, email and other forms of communication.
2.Raising complaints within the Respond system.
3.Working DSARS within regulatory timeframes, with attention to detail.
4.Working Credit amendments within business timeframes from requests via various forms of contact. Updating the 3 main Credit reference agency system to ensure customer credit files are correct and showing accurate and up to date information in order to satisfy any query or complaint that is presented to the business. 
5.Making outbound telephony calls at the customer’s request, or when appropriate to support customer queries received via a correspondence format. 
6.Ensuring that complaints received from digital channels are logged and recognized within a timely manner and customer dissatisfaction is recognized and addressed appropriately. 
7.Ensuring that customer emails and queries are responded too promptly, and of high standard addressing all points raised and requests outlined. 
8.Providing first class administrative support to the Group Complaints Department by fully owning and supporting our customers through the complaint journey, along with helping and supporting colleagues as and when required within the department and business. 
9.Assisting customers and other third parties with general queries, undertaking instructions received as appropriate in an accurate and timely manner.  Resolve all queries to a satisfactory conclusion, referring more complex queries to relevant departments.  In addition, support outbound telephony contact for ad-hoc tasks (non- sales related), campaigns and customer contact exercises. 
10.Providing any other additional administrative support to the Group Complaints Department where appropriate that may include, but are not exclusive to Digital communication. 
11.Maintaining a comprehensive and up to date knowledge and understanding of Motor Finance products and services, providing accurate information and proactively promoting them where appropriate 
12.Maintaining an up-to-date knowledge of regulatory and legislative information related to Motor Finance products and services (e.g. ICOB, FCA Rules, Money Laundering, Data Protection, etc.) as advised by Line Management. Ensure all Money Laundering issues are reported appropriately.
13.Maintaining good knowledge and understanding of all relevant policies and procedures relevant to the role, being compliant with these policies and procedures at all times.
14.Treating customers fairly and aim to deliver fair customer outcomes in all of our day-to-day processes. 
15.Working as part of a team – supporting, motivating and assisting colleagues in the operation of the department and throughout the business. 
16.Recognising and recommending improvements to Company procedures to ensure the efficiency and effectiveness of the business.     
17.Ensuring that all system-based records are maintained in an accurate and timely manner (and ensure that data integrity is maintained at all times) as prescribed by regulatory, legislative and company procedures. 
18.Continuing to develop self and role by studying relevant training materials and product information and continually develop and improve product knowledge. 
19.Ensuring that prompt and regular communication and support is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times, reporting exceptional matters to line management. 
20.Undertaking any other reasonable tasks as requested by line management.

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Do

1. Conduct process quality audits as per plan

• Conduct various process audits as per guidelines and SPO’s defined in QMS
• Prepare findings from the report and share it with the account/ project leadership on daily/ weekly/ monthly, as required
• Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
• Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes

2. Conduct analysis, report generation and process compliance in different areas like metrics office, CAG, Process Definition

• Ensure processes to be followed in Wipro in terms of all quality norms in the areas of project management and highlight potential risks
• Provide insights and process guidance to the projects as per the need
• Prepare timely dashboards, reports, insights and share with the central quality and delivery teams to ensure minimum client escalation
• From time to time highlight any critical escalations where the central quality team’s intervention is required in any BU project team
• Automate the report generations etc to ensure minimization of non-value added tasks, ensuring maximum utilization of existing platforms and their increased adoption

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Deliver

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