Job Description

Role Purpose

Please find below the JD for the role you have applied for,

Responsible for managing complaints raised by customers (directly or via third parties like Claims Management Companies or solicitors) regarding issues with their Vehicle finance loan. These complaints typically involve concerns about:

• commission beyond the interest rate limits set by the Financial Conduct Authority (FCA)
• Irresponsible lending practices This refers to situations where the finance company may have failed to properly assess whether the customer could realistically afford to repay the loan

Key Responsibilities:

1. Complaint Logging:
   • Log all received complaints into the system within 5 working days of receipt.
2. Complaint Review:
   • Understand the nature of the complaint, including:
     • Allegations of hidden or excessive commission
     • Claims of undisclosed interest rates
     • Concerns about irresponsible lending
3. Information Gathering:
   • Retrieve relevant finance agreement details from internal applications
   • Check for any commission arrangements or discretionary commission agreements 
4. Communication:
   • Respond to the complainant or their representative within the required timeframe
   • Provide clear, transparent information about commission and interest arrangements
5. Documentation:
   • Ensure signed Letters of Authority are in place when dealing with third parties

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver