SERVICING OFFICER – DISPUTE RESOLUTION/ CUSTOMER COMPLAINTS

SERVICING OFFICER â€" DISPUTE RESOLUTION/ CUSTOMER COMPLAINTS

SERVICING OFFICER DISPUTE RESOLUTION/ CUSTOMER COMPLAINTS

Location: South East London (SE1) , South East London View map Salary: From 18,000 to 22,500 per annum +bonus & benefits, dependent on exp Date posted: 14/05/2012 12:00 Job type:Permanent Company: LINK Financial Ltd Contact: Please click the Apply for this job button Ref: Totaljobs Job ID: 53584991

THE SUCCESSFUL CANDIDATE MUST BE ABLE TO DEMONSTRATE EXPERIENCE OF WORKING WITHIN FINANCIAL OMBUDSMAN GUIDELINES AND DEALING WITH CUSTOMER COMPLAINTS AND COMPLEX SENSITIVE CUSTOMER SITUATIONS IN WRITING.

The Link Financial Group is one of Europes largest investors in performing and non performing consumer loan receivables and live loan servicing. Founded in 1998 and headquartered in London with operations in the UK, Spain, Italy, Germany and Ireland, its clients comprise the largest European banks and specialist consumer finance issuers

We are seeking experienced complaint handlers to work in our Customer Support Team to take ownership, investigate and resolve customer situations and complaints in accordance with our Complaint Handling Standards from a wide variety of complex and sensitive issues.

Due to the nature of our business we often receive disputes regarding the validity or payment of customer accounts and from time to time we may receive a complaint of dissatisfaction with the level of service provided to the customer from our officers on the telephone.

We also deal with a wide variety of customer situations that can be particularly emotive involving sensitive issues such as mental health, extreme financial hardship or the deceased.

You will liaise appropriately with customers both in written correspondence and on the telephone and may be required to interview Officers within the business as part of an investigation. At all times you will be required to ensure that throughout the process we maintain accurate and factual customer records.

Due to the complex nature of many of our cases you must be able to assimilate important key information from customer correspondence and match this with records kept on our in-house database. You would then use this information to weigh up individual facts and circumstances surrounding each case to give you a more accurate picture of the customer situation.

We always aim to reach a fair resolution that both the customer and business are happy with.

Officers working in this team will always address and acknowledge the human element whether this be a death, severe or debilitating illness or extreme financial challenge before moving on the address the business issue therefore the successful candidate must have the ability to communicate sincere empathy for a customer situation while remaining impartial and finding a reasonable and logical solution.

Experience & Skills required:

For us this role is vital, and so making sure that your experience matches the requirements is important. To succeed, you'll need to demonstrate proven complaint handling skills within FOS guidelines, a passion for outstanding customer service and the ability to manage and defuse conflict and resolve disputes. In addition you will need to be articulate with excellent oral and written communication skills and the ability to prioritise workloads and work to deadlines whilst having a proactive approach to work.